Email Confirmation Text Issues

Hello All,

I have made changes to our e-mail order confirmation template, and they seem to work sometimes, and there appears to be no reason why (at least, no reason of which I can determine).  Anyone else experiencing this?  Tessitura Version 15.1.5, TNEW Version 7 in case you are wondering.

Example 1:

Below the standard TNEW order confirmation, I have added text lines.  The first starts "Plan your visit..." and goes on from there.  The second line starts "The Center gift certificates..." and so forth.  Our Box Office recently came to me and said they wanted to add something about the refund policy.  So I went in and did nothing but literally just added a third line that says "All sales are final..." blah, blah.  Simple enough.

I loaded it into TEST, cleared the cache, created a test order on our test website, looked at the e-mail confirmation and voila, the new text was there, beautiful.  I then asked the Box Office to test, and they tell me that the third line is not there.  That all happened yesterday.  So this morning I go back to our test website, create another order, and they are right, the third line is not on the e-mail confirmation.  Then, just for fun, I go into the TEST TNEW Admin, clear the cache again (hardly seems necessary after the 12+ hours), and guess what, when I create another test order, the 3rd line shows up again in the e-mail confirmation for that one.  So...?

Example 2:

We wanted to be able to send print at home Gift Certificates to our patrons.  And, while we look into the idea of doing something like what the Perot Museum has done, we figured we could put something into the e-mail confirmation to get the job done in the meantime.  So I wrote some stuff in there that says basically IF there exists a gift certificate AND the delivery method is print at home, print "[Text here]" and display [This image] for the patrons to print out themselves (the delivery method being print at home requirement being a way of making sure that patrons who want theirs mailed are not bothered with this text).  Yay fun.

This was done a long time ago, I tested a couple of times and then I loaded it into LIVE.  Like most organizations, though, our gift certificate sales really only spike in late November through December.  And the Box Office tells me that in the last few days they have definitely noticed e-mail confirmations going out to print at home gift certificate orders without the text/image combination.  But only on some of them.  Some of the other ones have the text/image combination.  It seems to be about a 1/3rd have it, 2/3rds do not have it ratio.  One day it was 2 for 9, the next it was 4 for 14.

Any ideas would be appreciated.

John