Feature-related questions

Should I use the app to add tracking information to Paypal while I can do it manually?

It’s definitely worth trying our app even if you have a small number of orders. Our app’s plans are varied from 30 (free of charge) to unlimited orders. Let our app do its job precisely with no time, and you save hours to hours to optimize your sales.

Is there any chance to remove the reserve on our Paypal account by using your app?

The answer can be yes or no because Paypal uses a wide range of standards to check your account, our app will follow Paypal’s seller protection which makes you a better ranking on Paypal with a history of positive selling activity. Therefore, you can lower or remove the reserve level.

If I edit the tracking information on Shopify, will your app automatically edit on my Paypal account?

Yes, when you update the information on Shopify, they will have a notification for us and our application will update automatically to Paypal

Can I connect more than one PayPal account?

Yes, you can connect unlimited PayPal accounts. To ensure seamless synchronization, please connect every PayPal account you use to collect funds. If an order is processed through an unconnected account, its tracking info cannot be synced and will show a "Missing Paypal account" error** **status.

How do you calculate the orders in my subscription?

Just the successfully submitted tracking orders are counted. The other one won’t be counting on your subscription credits\

I have completed the same orders but not all tracking information is added. What happens?

All orders with tracking information are of course transmitted to PayPal. Without tracking data, we could not post to PayPal and will notify you on the dashboard. If you add the following data, it will be transferred later.

Does the app support Telecheckout?

Yes

Does the app support CheckoutX?

No, because CheckoutX does not send transaction_id PayPal, there is not enough information to send tracking

I sell digital products, how should I send tracking?

You should send the download link to a buyer. We will send it to the Other carrier with the link

When I submit tracking, will customers be notified?

Yes, Paypal will automatically send 1 notification to the customer about the status of the order. This means a lot, helping customers see the transport status of the salad easily. Customers are happier, you have more opportunities to ask for reviews or sell other products

Can I process old orders on the Free Plan?

Yes, but because old order volumes usually exceed the Free Plan's limited monthly quota, doing so will quickly cause an over quota error. Any orders beyond the limit will fail to sync and display as errors. To avoid having to re-process these orders multiple times, we strongly advise upgrading to a higher plan before initiating the historical order sync. You can process the orders from the last 60 days. Just click on: [Process Old Orders] on your admin dashboard then enter the date range you want, it may take a few minutes to hours to submit all orders.

If I disconnect/remove my PayPal account, what happens?

• Already-synced orders: Will retain their "Synced" status. Tracking information previously sent to PayPal is not affected.
• Tracking updates: Any changes made to tracking numbers in Shopify while disconnected will not update on PayPal.
• New orders: Orders fulfilled during disconnection will be marked as "Missing PayPal account" or "No Account" and will not sync until you reconnect.

How is tracking information synchronized between Shopify and Paypal?

Once your order is fulfilled and tracking information is there, we will be notified by Shopify. Our software will submit this information automatically to Paypal. You will find this progress on your admin dashboard.

My order ships with one carrier (e.g. YunExpress) but a different last-mile carrier delivers it (Royal Mail, Evri, etc.). Can the app handle that?

Yes. Synctrack syncs exactly what is on your Shopify order. The decisive factor is the specific carrier and tracking number pushed into Shopify. If you update the fulfillment details in your Shopify admin at any point, the app will instantly re-sync that new information to PayPal/Stripe right away.

If I connect PayPal as a payment method inside Shopify Payments, will the app sync tracking numbers for those orders?

No. The app pulls order and transaction data directly from Shopify's system. When a customer pays using PayPal via the Shopify Payments gateway, Shopify records the payment provider as Shopify Payments, not PayPal.

As a result, the app detects these transactions as "Paid by other gateway" and will automatically bypass them. Tracking numbers will not be synced to PayPal for these specific orders.

Does the app support Intercart?

Yes, our app does support Intercart checkout.

The app shows over quota, why?

Over quota means the number of orders submitted to PayPal has exceeded your current plan's limitations.

How to resolve this and sync pending orders:

• Step 1: Please consider upgrading to a higher plan or wait for your monthly cycle to reset to get more quota.
• Step 2: After upgrading your plan or after your quota resets, go to the Orders tab and click the "Process old orders" button. This will push all pending data and clear any temporary sync errors on your dashboard.

Updated on: 04/06/2026