Why is my contact customer email template not working properly?

[Annie_Goodman]

I am trying to contact my customers about their orders, but when I click on their email, in the contact customer box the Dear html code and all the information I have saved as the template is missing. And if I type out my message and click on "Review Email" my message is not there all that is shown is the following:

Dear Peggy Littleworth, We appreciate your patience! Thank you Annie & Company Needlepoint & Knitting To contact Needlepoint email: anniesneedlepoint@gmail.com To contact Knitting email: anniesknitting@gmail.com

I checked the template under Notifications>Contact Customer and the template is there as follows:

{% if billing_address.name %}Dear {{ billing_address.name }},{% endif %}

We appreciate your patience!

Thank you
{{ shop_name }}

To contact Needlepoint email: anniesneedlepoint@gmail.com
To contact Knitting email: anniesknitting@gmail.com

My customers are receiving blank emails. How can we fix this? Please Help!!

[Antje_WILDHOOD]

Hey, did you find a solution for this? We are having the same issue.

[Annie_Goodman]

Unfortunately No, and Shopify hasn't replied with a solution either or done
anything on their back end to fix it. We have just been emailing our
customers through Gmail.

[Antje_WILDHOOD]

So sorry for my late reply, have not been here for a while. Just in case someone stumbles upon the same problem, I simple made a new notification in the Shopify backend. My original template somehow was broken. So I remade it and after that it worked again.