Shopify sending wrong order number in confirmation of a Loop generated exchange

Technical Q&A

Topic summary

Shopify’s order confirmation email for Loop-generated exchanges was sending a new, unrelated order number instead of the Loop exchange ID (EXC-…), causing customers to attempt returns with an unrecognized number. In the Shopify Orders view, the exchange was referenced correctly; the mismatch occurred only in the email.

Recent updates:

  • A fix was confirmed: edit the Order confirmation/email notification template code so it pulls the Loop exchange number rather than a new Shopify order number.
  • Loop support provided guidance on how to adjust the template, despite initially indicating it was a Shopify issue.

Outcome: Resolved for the original poster by modifying the email template. Open items: No code snippet or exact implementation steps were shared; others with the issue may need to adjust their notification template similarly.

Summarized with AI on December 16. AI used: gpt-5.
1

Hello! I am having issues with Shopify generating a new order number for a loop generated exchange (the loop ascribed order number for an exchange starts with EXC- and ties to the original order.) Even though Shopify is referencing the exchange number correctly within Shopify orders page, the email confirmation from Shopify is giving the order a new, unique order number that is not recognized anywhere on our system, and so when a customer tries to create a return for the exchange, they are trying to put in the wrong order number given in the Shopify order confirmation.

Please can anyone give advice on how to fix this? loop cannot help as they’ve told us this is a Shopify issue.

2

Hi there, did you end up finding a solution for this? This same issue just started happening for us.

3

Hi! Yes, we had to change the coding in the order confirmation/email notification. Loop were helpful in advising me how to do this.