Ordway Invoice Email: Body Edits Disappear After Send (Template/HTML Fix)

Summary

Users report that text typed directly into the email body of the invoice send modal does not appear in the actual email delivered to recipients. Formatting (bold, color) also does not persist.

Observed behavior: Changing the HTML (code) view of the template does persist to the sent email, while edits made in the WYSIWYG (visual) editor are lost upon send.

Reference: Zendesk #19295

Symptoms

• In the invoice email modal, you type extra text (e.g., “TEST”) or styling in the visual editor.
• After clicking Send, the delivered email omits the added text/style.
• When switching to HTML (</>) view and editing the HTML source, the changes do appear in the delivered email.

Screenshots (internal):




 

• Visual editor edit not sticking (annotation: Not working when sending email).
• Code (HTML) view edit sticking (annotation: Change here works).

Root Cause (what’s happening)

During send, the system regenerates the message body from the stored invoice email template and merges dynamic variables (invoice number, due date, etc.). Edits made in the visual editor are not reliably serialized into the template’s HTML before this regeneration step, so they are overwritten. Direct HTML edits become part of the underlying markup and therefore survive the regeneration.

In short: WYSIWYG changes can be dropped by the send pipeline; HTML (code) edits are honored.

Resolution Options

Option A — Quick Fix (Per‑email): Edit in HTML (code) view

1. Open the invoice email modal.
2. Click the HTML/code (</>) toggle to switch from visual to source mode.
3. Insert your text inside the main content container (e.g., within the <td> that holds the body copy).
   • Prefer inline CSS for style (e.g., <span style="font-weight:700;">Note:</span>).
   • Avoid unsupported tags/scripts; keep markup simple.
4. Click Send.
5. Verify the delivered email includes the new text.