Linked template items not all changing?

[PenguinPower]

I recently heard from a customer that she ordered some can coozies that ended up not having the same thing printed on both sides. She was under the impression that it was her fault, but I couldn't let her think that...  I also doubled checked the template and the way I set it up, both sides should change when the customer puts in their information once (there is an initial and a name) - that is how it previews, so I would expect it to work properly. The sale cancelled today, so I'll assume she put in for a refund (rightly.. who'd want a product with someone else's name and initial on the back... especially in the quantity she purchased.) I'd prefer to not lose any more orders to this problem, and have more products set up in this manner, so I'd appreciate it, if someone checked it out. 
https://www.zazzle.com/scottish_thistle_on_dark_tartan_custom_name_can_cooler-256623730399155158

[Marcia]

It works fine for me. Don't understand why it might have printed incorrectly.

[PenguinPower]

Indeed - I made sure that I had set it up correctly and that it was previewing properly... I was a bit taken aback when she said it printed incorrectly. I makes me nervous about the other products I have that I've templated in the same manner. 

[oph3lia]

I wonder if she might have gone in and done the "edit using design tool" and made bigger changes instead of using your template fields? Like, if she completely deleted your template text and added her own she might not have realized she had to do both sides. 

[PenguinPower]

I don't think so... even if you bypass the template field and go right into the editor to change the text, the fields are still linked. Change one and both change. You'd have to be quite deliberate, go in and turn the template field off, then only change one side... 

[MasterpieceCafe]

It works as expected for me. Curious to hear how this could happen.

[Scott · Accepted solution]

You did everything fine on your end, and there's no tech issue at play here. The customer added some additional customization to one side and probably expected that all of their changes would automatically be added to the back.

[PenguinPower]

Ah, that makes sense. Her note had given me the impression that it was the templated text. Thanks for checking. I was feeling guilty that I’d maybe messed up someone’s event…