Hi ntozier, basically I created a new custom form in the backend it's Request for Refund form, with those fields I mentioned above. I'm on osticket 1.9.12, basically on the help topic I selected the form I created as custom form. I have read your link before I tried that so for other fields  it doesn't have display problem when I put those query on the canned responses email. It can quickly show the values of the working fields. The rest which I expected to be displayed as numeric was not being shown at all. I also used the validator selector when I created those variables so for refundable_amount, I set the validator as number, I tried some other numeric fields but it also doesn't show. The refund_cheque, field is a special case because it's alphanumeric which normally  this call %{ticket.variablename} can display. I double check the fields and I'm expecting it to be correct as what is mentioned from your link. I'm not sure if I missed something or Is there some variables which I cannot re-use that is causing the errors when I created the form?. I hope my reply make sense . PHP version is 5.6 Credit Note: %{ticket.credit_note}Amount: %{ticket.refundable_amount}Account #: %{ticket.account_no}Cheque #:%{ticket.refund_cheque}Payee:%{ticket.payee_name}Date Prepared:%{ticket.date_prepared}Prepared by:%{ticket.refund_prepareby}