I am sorry that the %customername% placeholder is not getting replaced with a real value. I think we need to know a little bit more about your setup and how/where you are generating your email from.
This link shows how to setup an email notification profile, which I believe you have done, but you can make sure:
docs.microsoft.com/.../email-notification-profiles
This link then explains how to setup the email template. It is here that I would want to make sure that the template contains all of the necessary parent tags to be found by the system and replaced with a real value:
docs.microsoft.com/.../email-templates-transactions
%customername% is supported.
Can you tell us what process is generating this email? Is it done by the POS or by D365?
You can look at some of the sample companies for examples of how the message template html should look. But I've copied one below in case you can use it to compare to your own and see if you may be missing some html tag that is necessary. If that doesn't help you, perhaps you can share your email template html.
<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01//EN" "www.w3.org/.../strict.dtd"> <html lang="en"> <head> <meta http-equiv="Content-Type" content="text/html; charset=UTF-8"> <style type="text/css" nonce=""> body, td, div, p, a, input { font-family: arial, sans-serif; } </style> <meta http-equiv="X-UA-Compatible" content="IE=edge"> <title>Your Fabrikam order details</title> <style type="text/css" nonce=""> body, td { font-size: 13px; } a:link, a:active { color: #1155CC; text-decoration: none; } a:hover { text-decoration: underline; cursor: pointer; } a:visited { color: ##6611CC; } img { border: 0px; } pre { white-space: pre; white-space: -moz-pre-wrap; white-space: -o-pre-wrap; white-space: pre-wrap; word-wrap: break-word; max-width: 800px; overflow: auto; } .logo { left: -7px; position: relative; } </style> </head> <body> <div class="bodycontainer"> <table width="100%" cellpadding="0" cellspacing="0" border="0" class="message"> <tbody> <tr> <td colspan="2"> <table width="100%" cellpadding="0" cellspacing="0" border="0"> <tbody> <tr> <td> <div style='overflow: hidden;'> <font size='-1'> <div style='margin:0;padding:0'> <div style='background-color:#eeeeee;color:#1a1a1a;font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;font-weight:normal;line-height:22px;margin:0;padding:0'> <table style='border-collapse:collapse;margin:0 auto;padding:0;width:640px;background-color:#fff' align='center'> <tbody> <tr> <td style='margin:0;padding:0 20px;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0;vertical-align:top;line-height:18px;font-size:14px'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;border-bottom:1px solid #eeeeee'> <tbody> <tr> <td style='margin:0;padding:22px 0;vertical-align:top'> <a style='color:#1570a6;text-decoration:none' href='palladium-eval.fabrikam.com" target="_blank"> <img style='border:0;border-style:none;display:block;line-height:100%;outline:none;text-decoration:none' src='images-us-sb.cms.commerce.dynamics.com/.../SAvdw" alt="Fabrikam Online logo"> </a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:20px 0;vertical-align:middle;text-align:right'> </td> </tr> </tbody> </table> </td> </tr> <tr> <td style='margin:0;padding:0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0;vertical-align:top'> <h1 style='line-height:28px;font-family:'Segoe UI Light','Segoe WP Light','Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:32px;font-weight:normal;margin:0 0 20px 0'> Your order has shipped! </h1> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:10px 0;vertical-align:top'> Your order is on its way. Keep an eye on your doorstep - package pirates are everywhere. </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:10px 0 20px 0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:auto'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0 25px;vertical-align:middle;background-color:#4C833A;color:#fff;height:38px;text-align:center'> <a style='color:#fff;text-decoration:none;background-color:#4C833A;box-sizing:border-box;display:inline-block;font-size:16px;height:38px;line-height:38px;vertical-align:middle' href='pebble.fabrikam.com/orderdetails target="_blank">Review my order</a> </td> </tr> </tbody> </table> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:10px 0;vertical-align:top'> Thanks again, and enjoy. <br> </td> </tr> </tbody> </table> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;border-top:1px solid #eeeeee'> <tbody> <tr> <td style='margin:0;padding:20px 0 0 0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0;vertical-align:top'> <h4 style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;display:inline;font-weight:bold;margin:0'>Order number</h4> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:top;padding-bottom:20px'> <a style='color:#1570a6;text-decoration:none' href='pebble.fabrikam.com/orderdetails target="_blank">%salesID%</a> </td> </tr> </tbody> </table> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:top'> <h4 style='display:inline;font-weight:bold;margin:0'>Order date</h4> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:top;padding-bottom:20px'> %shipdate% </td> </tr> </tbody> </table> </td> <td style='margin:0;padding:20px 0 0 0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:top'> <h4 style='display:inline;font-weight:bold;margin:0'> Ship to </h4> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:top;padding-bottom:20px'> %customername%<br>%customeraddress%<br /><br />%modeofdelivery% </td> </tr> </tbody> </table> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> </tbody> </table> </td> </tr> </tbody> </table> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;border-top:1px solid #eeeeee'> <thead> <tr> <th style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;padding:20px 0 0 0;text-align:left;vertical-align:top'> <h4 style='display:inline;font-weight:bold;margin:0'>Description</h4> </th> <th style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;padding:20px 0 0 0;text-align:right;vertical-align:top;padding-left:10px;padding-right:0;'> <h4 style='display:inline;font-weight:bold;margin:0'>Price</h4> </th> <th style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;padding:20px 0 0 0;text-align:right;vertical-align:top;padding-left:10px;padding-right:0;'> <h4 style='display:inline;font-weight:bold;margin:0'>Qty</h4> </th> <th style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;padding:20px 0 0 0;text-align:right;vertical-align:top;padding-left:10px;padding-right:0;'> <h4 style='display:inline;font-weight:bold;margin:0'>Discount</h4> </th> <th style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;padding:20px 0 0 0;text-align:right;vertical-align:top;padding-left:10px;padding-right:0;'> <h4 style='display:inline;font-weight:bold;margin:0'>Subtotal</h4> </th> </tr> </thead> <tbody> <!--%tablebegin.salesline% --> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding:10px 20px 10px 0;vertical-align:top;text-align:left;padding-left:0'> <a href='r1tie.fabrikam.com/.../%productid%.p"><span style='color:#1570a6;text-decoration:none;font-size:16px'>%lineproductname%</span></a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding:10px 10px;vertical-align:top;text-align:right;padding-left:10px;padding-right:0;width:10%'> %lineprice% </td> <td nowrap='nowrap' style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding:10px 10px;vertical-align:top;text-align:right;padding-left:10px;padding-right:0;width:15%'> %linequantity_withoutunit% </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding:10px 10px;vertical-align:top;text-align:right;padding-left:10px;padding-right:0;width:10%'> %linediscount% </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding:10px 10px;vertical-align:top;text-align:right;padding-left:10px;padding-right:0;width:10%'> %linenetamount% </td> </tr> <!--%tableend.salesline%--> </tbody> </table> <br> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;border-top:1px solid #eeeeee'> <tbody> <tr> <td align='right' style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;vertical-align:top;padding-left:10px;padding-right:0'> <table cellpadding='0' cellspacing='0' border='0' style='margin-bottom: 20px;'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding-right:10px;vertical-align:top;text-align:right'> Subtotal </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;vertical-align:top;text-align:right'> %ordernetamount% </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding-right:10px;vertical-align:top;text-align:right'> Discount </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;vertical-align:top;text-align:right'> %discount% </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding-right:10px;vertical-align:top;text-align:right'> Sales Tax </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;vertical-align:top;text-align:right'> %tax% </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding: 10px 10px 0 0;vertical-align:top;text-align:right'> <b>Total</b> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:14px;margin:0;padding: 10px 0 0 0;vertical-align:top;text-align:right'> <b>%total%</b> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </td> </tr> <tr> <td style='margin:0;padding:0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;color:#575757;line-height:18px;font-size:14px'> <tbody> <tr> <td style='margin:0;padding:0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%;border-bottom:1px solid #eeeeee;border-top:1px solid #eeeeee'> <tbody><!-- <tr> <td style='margin:0;padding:25px 45px 25px 0;vertical-align:middle;padding-left:14px'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0 10px 0 0;vertical-align:middle;width:28px'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='www.facebook.com/Fabrikamstore" target="_blank"> <img style='border:0;border-style:none;display:block;line-height:100%;outline:none;text-decoration:none;height:28px;width:29px' src='cms-ppe-imageresizer-mr.trafficmanager.net/.../MA3ZfJ" alt="Facebook" width="29" height="28"> </a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:middle'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='www.facebook.com/Fabrikamstore" target="_blank"> Like us on<br> Facebook </a> </td> </tr> </tbody> </table> </td> <td style='margin:0;padding:25px 45px 25px 0;vertical-align:middle'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0 10px 0 0;vertical-align:middle;width:28px'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='twitter.com/Fabrikamstore" target="_blank"> <img style='border:0;border-style:none;display:block;line-height:100%;outline:none;text-decoration:none;height:28px;width:28px' src='cms-ppe-imageresizer-mr.trafficmanager.net/.../MA3ZfG" alt="Twitter" width="28" height="28"> </a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:middle'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='twitter.com/Fabrikamstore" target="_blank"> Follow us<br> on Twitter </a> </td> </tr> </tbody> </table> </td> <td style='margin:0;padding:25px 45px 25px 0;vertical-align:middle'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0 10px 0 0;vertical-align:middle;width:28px'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='aka.ms/commerceemailsetup" target="_blank"> <img style='border:0;border-style:none;display:block;line-height:100%;outline:none;text-decoration:none;height:28px;width:30px' src='cms-ppe-imageresizer-mr.trafficmanager.net/.../MAqj7h" alt="Email" width="30" height="28"> </a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:middle'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='aka.ms/commerceemailsetup" target="_blank"aka.ms/commerceemailsetup"> Sign up<br> for email </a> </td> </tr> </tbody> </table> </td> <td style='margin:0;padding:25px 45px 25px 0;vertical-align:middle;padding-right:14px'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='margin:0;padding:0 10px 0 0;vertical-align:middle;width:28px'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='aka.ms/commerceemailsetup" target="_blank"> <img style='border:0;border-style:none;display:block;line-height:100%;outline:none;text-decoration:none;height:38px;width:28px' src='cms-ppe-imageresizer-mr.trafficmanager.net/.../MAqdUJ" alt="Store" width="28" height="38"> </a> </td> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:16px;margin:0;padding:0;vertical-align:middle'> <a style='color:#1a1a1a;text-decoration:none;font-size:12px' href='aka.ms/commerceemailsetup" target="_blank"> Visit your<br> local store </a> </td> </tr> </tbody> </table> </td> </tr> --> </tbody> </table> </td> </tr> <tr> <td style='margin:0;padding:0;vertical-align:top'> <table style='border-collapse:collapse;margin:0;padding:0;width:100%'> <tbody> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:12px;margin:0;padding:0;vertical-align:top'> <b>Additional Questions?</b><br> View our <a style='color:#1570a6;text-decoration:none' href='aka.ms/commerceemailsetup" target="_blank">help pages</a><br> Read our <a style='color:#1570a6;text-decoration:none' href='aka.ms/commerceemailsetup" target="_blank">return policy</a> </td> </tr> <tr> <td style='font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:12px;margin:0;padding:10px 0 20px 0;vertical-align:top'> Share your enthusiasm and join our team. <a style='color:#1570a6;text-decoration:none' href='aka.ms/commerceemailsetup" target="_blank">View all careers</a> at the Fabrikam retail store.<br><br> Fabrikam respects your privacy. Please view our online <a style='color:#1570a6;text-decoration:none' href='aka.ms/commerceemailsetup" target="_blank">Privacy Statement</a>. To set your contact preferences for other Fabrikam communications, see the communications preferences section of the <a style='color:#1570a6;text-decoration:none' href='aka.ms/commerceemailsetup" target="_blank">Fabrikam Privacy Statement</a>.<br><br> Fabrikam Corporation, One Fabrikam Way, Redmond, WA, 98052, USA </td> </tr> <tr> <td style='color: black; font-family:'Segoe UI','Segoe','Segoe WP','Tahoma','Verdana','Arial','sans-serif';font-size:10px;margin:0;padding:10px 0 20px 0;vertical-align:top'> Notification type: <b>Order packed</b><br /> Mode of delivery: <b>Default</b> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </div> </div> </font> </div> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table> </div> </div> </body> </html>
