Subscription plans and request quota

Every Synctrack Returns plan includes a number of return requests per month. This page explains how that number is counted, what happens when you reach it, and how to get more room.

What each plan includes

The feature list and provided request quota are presented on the Subscription plan page. This will be subject to changes over time as we add or enhance more features.

What counts towards your quota

A request counts when it is created, whatever happens to it afterwards.
Counted:

• requests your customers submit through the return portal
• requests you create by hand inside Synctrack
• requests created through an integration such as Gorgias
• requests you later deleted

Not counted:

• returns synced in from Shopify admin
• Deleting a request does not give the slot back: A deleted request still counts for the month it was created in. Deleting and re-creating a request is not a way to free up room — it uses two slots, not one.

When your quota resets

• On a paid plan, the quota follows your billing cycle and resets on your billing date.
• On the free Starter plan, the quota follows the calendar month and resets on the 1st.

The exact reset date is shown next to your usage in the app.

Running a group of stores

If you connect several stores, they share one pool. Usage from every store in the group is added together and measured against the combined quota, and quota emails go to the parent store only.

What happens when you go over

Your return portal stays open. Customers can still submit requests and nothing is lost — but requests created past your quota are held.
A held request appears in your list and you can read it, but you cannot approve, refund or otherwise process it until you have room. Trying to process one shows the message "This request has been over quota".
To release held requests, upgrade your plan or wait for your quota to reset. Synctrack then reopens the oldest held requests first, up to your new limit, and you can process them normally. You do not have to ask your customers to submit again.

Updated on: 19/08/2026