This is quite a common issue with RTF documents, which can be quite challenging to set up due to the high level of markup script which is inserted by most RTF editors.

To correct these issues, you usually need to look at the actual source code of the document. You can do this by opening the file up in Windows Notepad, or another basic text editor.

A field is not merging

Often this is because the RTF editor has placed some markup code within the tag itself. This will not be visible in the RTF editor, but can be seen when looking at the document in Notepad...

e.g.

You need to remove the characters encased in the tag:

After doing this, you should re-upload and test the RTF template.

If it does not look correct, you may need to go through a few iterations of editing the template in the RTF editor, correcting in Notepad, re-uploading and testing.

Product Grids are not merging

Firstly, you should check for the same problem explained above for the field name - check that no markup code has been placed within the tag.

Secondly, you need to ensure that the START_PRODUCT_ROWS and the END_PRODUCT_ROWS are not within any parenthesis for any other mark up.

For example, this below will not work because the tag is within other parenthesis...

The solution is to break this out so that it is on it's own:

After doing this, you should re-upload and test the RTF template.

If it does not look correct, you may need to go through a few iterations of editing the template in the RTF editor, correcting in Notepad, re-uploading and testing.

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