When an order, refund, booking or escalation changed status, the email that reached your own customer looked nothing like the rest of your emails — plain text, with no design, no logo and the wrong business name in it. It now uses the same clean design as your other customer emails, and picks up your logo, colour and footer note if you have set them under Customise → Email branding.
No setup needed — this applies automatically. Adding your own logo and colour is optional, under Customise.