Custom Response Email returns to default after hitting send

Is the cause of this issue known? If so, is it an issue with Outlook or Quickbooks?

Nice to have you joined this thread, Chris.

You'll want to ensure you've customized your email template inside QuickBooks. This way, it'll automatically apply every time you send an invoice.

If you have and you're still experiencing the issue, I recommend running the Verify Rebuild tool. This scans your company files for issue and self resolves them immediately. Let me show you how.

To Verify:

1. Go to the Window menu in your QuickBooks Desktop (QBDT).
2. Select Close All.
3. Then go to the File menu.
4. Select Utilities.
5. Click Verify Data.

To Rebuild:

1. Go to the File menu.
2. Select Utilities.
3. Click Rebuild Data. 

You can also read this article for more details: Verify and Rebuild Data in QuickBooks Desktop.

 
Let me also add these links that you can utilize on how to link your email to QBDT and record your invoice payments:

• Connect your email to QuickBooks Desktop
• Record an invoice payment

Tag me in your reply if you need further assistance managing your invoice emails. I'll be around to lend a hand. Keep safe!

I have this same issue, which showed up about 1 week ago

Thanks for joining the thread, @CTES92058.

Let make sure that you've selected the customized email template when you send an invoice, sales receipt, estimate, or other transaction. This way, your customers and vendors will be able to receive your personalized emails.

If you have and you're still experiencing the issue, I recommend following the suggested steps that were shared by my colleague GlinetteC and JasroV. 

Additionally, you can copy and paste the correct message before sending the email. This way, you can directly apply the changes to your new template. 

If the issue persists, reach out to customer support. They have the special tools to help conduct a deeper investigation of what's causing this behavior.

1. Go to the Help icon and select QuickBooks Desktop Help.
2. Click Contact Us.
3. Write your concerns in the description box, then select Continue.
4. Select which one of the support options you'd like to use.

You can also check out our support hours to ensure that we address your concerns on time.

Please let me know if you're able to send your customize template successfully. I'll be more than happy to assist you further. Have a good one. 

I am also having this problem. I just noticed it yesterday, but as I go back through my sent invoices, I realize for the last two weeks my invoices have been sent with a standard default message, not my personalized message. Just spent an hour on the phone with QB support and they had no idea how to fix it (we repaired QB, we tried a sample file, tried multiple things, but no luck.) I read him your reply below about saving the email to drafts and editing it there, which DOES work, but wow, what a hassle.

His final suggestion was to pay an extra $200 a year to use QB email.

If anyone has any idea how to actually fix this, let me know.

THanks!

Is this still a thing? I have a customer I am trying to assist and the draft function saving the email before sending out slows them down to far to be productive.

Yes, this is still a thing. 

I found out the hard way last week when, unbeknownst to me my customized emails were suddenly and  inexplicably being overridden by the original template email.  One went out which addressed the original recipient, not the current one and it was VERY awkward due to the particular circumstances.  The override thing just switched off overnight and if you're not reviewing every email after it sends (who has time to do that?) you don't know it happened.  I checked and there were no Windows updates the entire month so it isn't a Windows thing, and checking other responses throughout this entire thread the issue also happens in webmail.com.  VERY frustrating.  Until they figure out what happens I'll share a helpful hint that I just found on reddit that is quick, easy and it WORKS:

Our company is having the same issue. Thanks for the temporary workaround to click on Rick Text or Plain Text then back to HTML, that seems to work for us too. Would be nice to have this issue resolved ASAP Intuit. Thank you.

This is incredibly frustrating, but thank you so much for your work around.  I too sent out many emails with an incorrect message.  The fact that QB offers no solution or assistance is criminal. 

Thanks to good people like you for keeping us informed! 

This just started with our emails last week, have they figured out how to fix it yet?

Hi, cmras.

Thanks for joining this conversation. Allow me to chime in and help ensure this is taken care of for you.

If you already performed the steps shared by my colleagues above and the issue persists, I highly suggest contacting our Support team. They have tools such as screen-sharing (remote access) that can pull up your account in a secure environment and check the cause of this odd behavior. They can also perform other troubleshooting steps if necessary.

Here's how to reach them:

1. In QBDT, go to the Help menu at the top.
2. Select QuickBooks Desktop Help/Contact Us.
3. Click Contact Us.
4. Give a brief description of your issue, then select Continue.
5. Select to chat with us or Have us call you.

To check for our Support hours, refer to this article: Contact QuickBooks Desktop support.

For more information about managing and customizing email templates in QBDT, consider checking out this article: Create custom email templates in QuickBooks Desktop.

I also recommend visiting our website for more tips and other resources you can use in the future: Self-help articles.

Please let me know if you have additional questions about this or anything else in the comment section below. I'm more than willing to help. Stay safe always.

I did contact support, and they tried a few basic things and then said they were unable to help me, that it was likely an issue with Outlook.  I don't disagree that it could be something with Outlook, but I would think there's a fix or change that Quickbooks can make when initiating the email that will allow our custom message to be sent via Outlook.