Customers received their order twice - orders are being doubled up by Shopify

Shopify Discussion

Topic summary

Multiple merchants are experiencing a critical issue where customers receive duplicate shipments despite only one shipping label being generated in Shopify’s system.

Key Details:

  • One merchant reports 6+ cases since October where customers received orders twice
  • Shopify acknowledged at least one incident as a platform glitch and refunded a shipping label
  • Recent cases occurred on December 8-9, with only single labels showing in order records
  • The duplication appears random and unpredictable

Financial Impact:

  • Merchants are losing money on unreturned duplicate shipments
  • Not all customers report receiving extra items

Scope:

  • Another merchant reports similar duplication issues specifically with TikTok and Walmart integration orders
  • No solution has been identified yet

Status: The issue remains unresolved and ongoing, with merchants seeking answers about the root cause and prevention methods.

Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

Since October we are randomly finding orders being doubled up to the same customer. We’ve had 6 or more cases where the customer has contacted us and said they received their order 2x. Fortunately, they’ve been honest and asked how to return the extra order. At first we thought we had made a mistake and printed labels 2x. However, the following month we received a notice from Shopify saying there had been an issue/glitch that created the problem and we were refunded for one shipping label (which wasn’t the one we were aware of… This week we had 2 more customers contact us and say they received their orders 2x! There is only 1 shipping label on record in their order, so we couldn’t have screwed this up on our own. It’s so strange.

This was for orders shipped on 12/8 and 12/9. Has anyone else experienced this? I feel like we are losing a lot of $$ now and not everyone is honest enough to send product back.

2

I am having the same issue with Tiktok and Walmart orders coming in duplicated. I can’t seem to find anyone that has found an answer to this issue.