API products all on one line

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We collect orders from many Shopify customers but only have this issue with one customer.

The SKU and Product line looks like 

SKU : 2x Apples 3 x Apricots


Every other customer API delivers 

SKU : 2 x Apples

SKU : 3 x Apricots

This second standard API product delivery way, line per SKU and qty, allows us to match up each product with the SKU in the warehouse software.
We have looked as it must be a Shopify setting which is enables to combine order requirement into one request line. Does anybody know about this, can you offer us advice to inform the customer what to change ?

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