Why is a confirmation number instead of an order number showing on the customer's order page?

[Raphael_]

Hi! Why is the confirmation # displaying on the customer's order confirmation page instead of the usual Order #XXXX. Lately, more and more customers are sending us screenshots of their orders with the confirmation #xxxxxxx instead of the usual one which causes a mismatch in the notification email sent to clients. Why is this happening? Is it a platform issue where it occurs only on iOS devices? 

I cannot tell if it's a platform related issue since there are iOS devices where it does not happen and it also occurs sometimes on android devices. See attachments below. Thank you guys in advance! 

[Shay]

Hi @Raphael_ 

Thank you for the screenshots showing the confirmation number you are referring to. While I can't confirm 100% without being able to review your account, I believe this is part of a new checkout experience that some merchants will be experiencing. 

The confirmation number is a randomly generated number used to identify an order until an order ID can be created by the system. In some instances customers would get to the thank you page and the order ID would be blank. Also, in rarer cases, like during a flash sale, there could be instances where a customer's order ID is duplicated when two orders are placed simultaneously. 

This feature is designed to assist both merchants and customers with their order identification until the system is able to generate a sequential order ID number. The confirmation ID should be connected to the order and can be searched within the admin to find the matching order details. 

To confirm that this is the case, I would recommend contacting our live support in the Help Center to review. 

[Raphael_]

Hello @Shay 

I see. Yes since it can be searched within the admin, so it's not a major problem right now. More like an issue only. Well, thank you for the info. cause now I have an idea of what's happening behind the confirmation # but I still need to confirm if there's a way on how to prevent this. I'll just follow your recommendation. Thank you!

[vv265]

What a known situation.