Hello @Debra_Jambor
It’s likely a display bug on the Shop app side, not something you’re doing wrong. Here’s a couple things you can try:
- Ask the customer to update their Shop app to the latest version.
- If that doesn’t help, you could follow up by email so they can read your reply clearly.
You can also report it to Shopify Support—they’ve been logging these cases so they can pass them to the Shop team. It’s a frustrating one, but you’re not alone.