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Answer

Why is my reply not emailing the customer?

Updated Help Centre 1.12.0Tested with WordPress 7.1

Check Email the customer on updates is on. Also check you used Send reply and not Save as private note — a note is deliberately never sent.

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A shop's Help centre page. A wide search field reading Search for an answer sits above four topic cards, Care and repairs, Orders and delivery, Returns and refunds, and Sizing and fit, each with an article count, a one-line description and links to its articles. A Frequently asked questions list starts underneath.