Frequently asked questions

Everything merchants ask most about Synctrack – Add Tracking Auto, grouped by topic.

Getting started

Can I use a personal PayPal account with Shopify?
No. Synctrack – Add Tracking Auto requires a PayPal Business account.

How do I install the app?
Click the install button on our listing, enter your store URL, and follow the steps — it takes a few minutes.

Should I use the app when I could add tracking manually?
It's worth it even at a small order count. Plans run from 30 orders a month (free) to unlimited, and the app does the job precisely without your time.

Can I try it before paying?
Yes. The Free plan submits 30 orders a month, for life.

How the sync works

How is tracking synchronised between Shopify and PayPal?
When an order is marked Fulfilled in Shopify and has a tracking number, Shopify notifies Synctrack instantly. Synctrack saves the order and submits the tracking number and carrier to PayPal automatically. You can follow every submission on your admin dashboard.

If I edit tracking information in Shopify, does the app update PayPal?
Yes. Shopify notifies us of the change and Synctrack re-syncs it to PayPal right away.

Will my customer be notified when tracking is submitted?
Yes — PayPal sends the notification. You can switch this on under Settings > Paypal settings > Notify buyer.

Can I connect more than one PayPal account?
Yes, as many as you need. Connect every account you collect funds through: an order paid through an unconnected account can't sync and shows a Missing PayPal account error.

My order ships with one carrier but a different last-mile carrier delivers it. Can the app handle that?
Yes. Synctrack syncs exactly what's on your Shopify order — the carrier and tracking number pushed into Shopify. Update the fulfilment in Shopify and the app re-syncs immediately.

I sell digital products. How should I send tracking?
Send the download link to the buyer. Synctrack submits it under the Other carrier with the link.

Which checkout platforms are supported?
Telecheckout and Intercart are supported. CheckoutX is not — it doesn't send a PayPal transaction_id, so there isn't enough information to sync. For ClickFunnels, Checkify and Checkout-X, see Integrate with ClickFunnels, Checkify, Checkout-X.

I use PayPal as a payment method inside Shopify Payments. Will those orders sync?
No. Shopify records the payment provider as Shopify Payments, not PayPal, so the app reads them as Paid by other gateway and skips them.

Some of my fulfilled orders didn't get tracking. Why?
Only orders that carry tracking data can be submitted. Orders without it are flagged on your dashboard — add the tracking in Shopify and it syncs afterwards.

What happens if I disconnect or remove my PayPal account?

• Orders already synced keep their Synced status; tracking already sent to PayPal is unaffected.
• Tracking changes made in Shopify while disconnected won't reach PayPal.
• Orders fulfilled while disconnected show Missing PayPal account and won't sync until you reconnect.

Plans, quota and billing

How much does the app cost?
Installation is free, and the Free plan covers 30 tracking submissions a month for life. Paid plans are billed monthly through Shopify with no hidden fees — see the pricing table for details.

How do I pay?
Through Shopify Payments. We don't accept other payment gateways.

How are orders counted against my plan?
Only successfully submitted tracking orders count. Anything that fails doesn't consume credit. Orders are counted from the 1st to the end of each month, while billing runs from the day you activate the subscription.

Do I pay again for orders I've already synced?
No, as long as Synctrack synced them before. The app follows one quota per order:

• No deduction — re-syncing an order Synctrack already submitted (for example via Process old orders).
• 1 quota deducted — an order Synctrack sees for the first time, even if you synced it manually or with another app before installing.

What happens when my credit runs out?
Synctrack pauses submissions for new orders until the month resets. Those orders are marked over quota, and we email your Shopify admin address.

The app says over quota. How do I fix it?

1. Upgrade to a higher plan, or wait for your monthly quota to reset.
2. Go to the Orders tab and click Process old orders to push the pending data and clear the errors.

Can I process old orders on the Free plan?
Yes, but a backlog usually exceeds the Free plan's monthly quota and the excess fails as errors. Upgrade before starting a historical sync. You can process orders from the last 60 days via Process Old Orders on your dashboard.

How do I upgrade or downgrade my plan?
Open the Subscription plans tab, review the pricing table and click Choose Plan on the plan you want — monthly or annual. Downgrading works the same way. You'll be asked whether to process old orders; note they count toward this month's quota, and on multi-store setups the subscription applies to your main store.

PayPal account health and held funds

Why is adding tracking to PayPal important?
Keeping your PayPal account in good standing protects your cash flow. Without it you risk reserves, long withdrawal times, lost disputes and account blockage — PayPal can hold income for up to 180 days depending on the issues and claims against you. PayPal's own guidance: "Ship promptly and give your customers valid tracking information through PayPal, so they can keep tabs on their purchases and know when to expect delivery."

When should I start sending tracking to PayPal?
As soon as possible — it builds trust in your account, and PayPal notifies your customer so they know when to expect delivery.

Why does PayPal limit accounts and hold money?
The two most common reasons:

1. Your account is new or unverified. Until you verify with ID and the required information, PayPal may hold what you receive — and new accounts are treated as higher risk, so a larger portion (sometimes all of a new credit) can be held until you build history.
2. Your dispute rate is high. Above PayPal's threshold (around 1%), PayPal may hold funds and add reserves.

To improve it: verify your account, keep transactions transparent, ship promptly, and always provide valid tracking through PayPal.

How does syncing help release held funds, and how long does it take?
Once tracking syncs, standard PayPal timelines apply:

• PayPal-supported carriers (USPS, DHL and similar) — funds typically released about 1–3 days after tracking syncs.
• Non-supported carriers — around 7 days or longer.

Synctrack only automates submitting valid fulfilment proof to your gateway. PayPal decides whether to hold or release funds based on its own risk factors, including your account history and health, sudden sales-volume spikes, dispute and chargeback rates, and buyer account verification.

Can the app remove the reserve on my PayPal account?
Possibly, but it isn't guaranteed. PayPal weighs many factors. The app helps you follow PayPal Seller Protection and build a positive selling history, which can lower or lift a reserve over time.

Security and data

Does Synctrack have access to my PayPal account?
Only the minimal access needed to send tracking information. The app cannot perform transactions.

How safe is my data?
Transmission is encrypted end to end (SSL), and the app is fully compliant with OAuth2 for both Shopify and PayPal. Your data isn't handed to human operators — nobody browses your store or your PayPal account.

Does Synctrack comply with the Data Processing Agreement (DPA)?
Yes, including GDPR. All data is handled securely and in line with our contractual and legal obligations — see the Synctrack Data Processing Agreement for the full text.

Partners

I'm a developer. Do you pay commission for referrals?
Yes — email us and we'll send the details.

Related articles: Configure PayPal tracking info · Check Sync Status · Dispute Management Setup

Updated on: 11/09/2026