did you enable any of the radio buttons there so it is actually used ?
(such as email recipients: shop and bccs and/or customer and/or additional recipients)
see also the help tab at the top right of the screen for more info on those
can you post a screenshot of your templates settings ?
alternatively – if it’s easier for you and you are ok with that – give me admin access so i can have a look.
if you do , make sure you set your reply as “Set as private reply”