This issue can happen for the following emails:

  • Contact Customer

  • Draft order invoice

  • Customer account invite

  • Abandoned checkout

Some of the Shopify notification emails require a special {{ custom_message }} liquid tag to be included so that Shopify can insert any text that you can add just before sending those emails manually from the Shopify admin.

Make sure that your email template contains either the Introduction text section or the Custom message section in the editor. Those sections contain the code needed to insert the message, and one of them has to be included in the email.

  1. In the editor, click the "Add section" button at the bottom of the sections list on the left

  2. Select either the "Custom message" section or the "Introduction text" message and click "Add"

  3. You can also drag the section in the list of sections to move its position in the email. Keep in mind that the custom message will appear in the email where this section is placed.

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