Why Does My Usage Count Look Wrong?
Your SKU and order counts update automatically as you add products and receive orders, so a count that looks wrong is almost always explained by what counts toward it, not a bug. Check the Plan Usage Limits card in Settings > Billing first: it shows your exact numbers, and its refresh icon lets you trigger an on-demand recheck.
Applies to: All users
Where to Find Your Plan Usage
- In the sidebar, click Settings.
- Click the Billing tab.
- Scroll to the Plan Usage Limits card.
The card shows two progress bars: one for SKUs, one for monthly orders, plus the date your order count next resets.
What Counts Toward Each Limit
SKUs:
- Each unique product variation is one SKU. A T-shirt in 3 sizes and 4 colours is 12 SKUs.
- A simple product with no variations is 1 SKU.
- The same product synced to several marketplaces still counts once, not once per platform.
- Active and inactive products both count. Draft products do not.
If your SKU count is higher than expected, check for inactive products in your catalogue. Deactivating or removing them brings the count down.
Monthly orders:
- Each marketplace order counts as 1 order, regardless of how many items it contains.
- Paid, shipped, cancelled, and refunded orders all count.
- An order counts in the cycle it was first placed, not when it was fulfilled.
What the Progress Bars Mean
Each bar fills as you use more of your plan allowance. The two bars colour slightly differently:
- SKUs bar: green up to 69%, amber from 70%, red from 90%.
- Orders bar: green up to 69%, amber from 70% all the way to 99%, red only at 100% (when the limit is actually reached).
Your plan limits are:
Need more than Scale? Contact us.
Example: on Pro, a seller with 1,140 SKUs is at 76% of the 1,500 SKU limit, so that bar shows amber. The same seller's 410 orders this month is 41% of the 1,000 order limit, so that bar shows green. Both bars can sit at different colours at the same time; each reflects only its own number.
You'll also see usage meters for SKUs, orders, and connected stores inside the Manage Subscription window when you're comparing plans. That surface uses its own simpler colour rule (amber from 75% up, no separate red state), so don't expect its colours to always match this card's three-band bars. Both read from the same underlying counts; only the colour cutoffs differ by surface.
On any paid plan, Indexync also emails you about order and stock issues, so you don't have to watch the bars yourself. These emails aren't sent on the Free plan.
What Happens When You Hit a Limit
SKU limit reached: you can't add new products. Existing products keep syncing and selling as normal.
Monthly order limit reached: new orders still arrive, marked Limit Exceeded.
- You can see them, but you can't ship, cancel, or refund them.
- They don't reduce your stock on your other marketplaces.
- Orders from earlier in the month are unaffected.
- Unlocking is something you choose: upgrading your plan or turning on Extra Orders both trigger reprocessing of orders already marked Limit Exceeded. A new billing month only resets your count for new orders going forward; it does not unlock existing Limit Exceeded ones. Your Indexync stock already counted those orders when they arrived; unlocking sends the updated numbers out to your marketplaces, so there's nothing to correct by hand.
To keep orders processing without waiting for a plan change, turn on the Extra Orders Add-On below. To raise your limits going forward, see how to upgrade your plan. See Plan limits and order processing for the full picture on Limit Exceeded orders.
Extra Orders Add-On: Keep Orders Syncing Past Your Limit
On a paid plan, the Extra Orders Add-On card sits directly below the Orders bar. Turn it on and orders past your monthly limit keep syncing instead of landing as Limit Exceeded, at a per-order rate charged on your regular billing date.
- Turning it on: a confirmation window shows your rate for your current plan, when you're next charged, and your payment method, before anything is authorized.
- Once it's on: any order past your limit syncs immediately. The card shows what you've accrued this cycle as a running total.
- Turning it off: orders already synced through the add-on this cycle are still billed, even after you turn it off. New orders past your limit go back to Limit Exceeded.
- If you're accruing a lot: the card can suggest a higher plan when it works out cheaper than paying per order, based on what you've used this cycle.
Extra Orders is a paid-plan feature and doesn't appear on the Free plan.
When Limits Reset
SKU limits are ongoing and don't reset. Manage your SKU count by removing products you no longer need.
Monthly order counts reset automatically the moment your billing date passes, in your account timezone. The card shows your next reset date next to the Orders bar.
Example: your billing date is the 15th. On the morning of the 15th your monthly order count is 998 / 1,000 on Pro. As your billing date passes in your timezone, the count resets to 0 / 1,000 automatically. You don't need to do anything.
Manual Reconciliation
Usage updates automatically as you add products and receive orders. For an on-demand check (for example, right after a bulk import), click the refresh icon at the top-right of the Plan Usage Limits card.
If you use it again too soon, the icon disables itself and shows how long until you can reconcile again, both as a hover tooltip and as text next to it. There's no fixed number to remember: hover over the icon or check the text beside it for the exact wait.
Troubleshooting Unexpected Counts
SKU count is higher than expected.
- Check for inactive products; they count toward the limit even if they're not live on any marketplace.
- Verify that any products you deleted were fully removed and didn't leave orphaned variants behind.
Order count seems off.
- Cancelled and refunded orders still count.
- Check all connected marketplaces, not just one.
- If you recently imported historical orders, those count in the cycle they were originally placed, which can push counts higher than expected.
Counts didn't update after a change.
- Click the refresh icon to trigger an on-demand recalculation.
- If counts still look wrong after that, contact support with the details below.
FAQ
Does the same product count once or once per marketplace?
Once. A product synced to Shopee, Lazada, TikTok Shop and Shopify at the same time still counts as a single SKU, not four.
Do cancelled or refunded orders still count toward my monthly limit?
Yes. Every order that reaches Indexync counts once for the cycle it was placed in, regardless of its later status.
What's the difference between the Plan Usage Limits card and the usage meters in Manage Subscription?
Both read the same SKU, order, and (in Manage Subscription) store counts, but they use different colour rules for when a bar turns amber or red. Treat each surface's colour as specific to that surface, not a shared signal.
Can I keep processing orders after I hit my monthly limit?
Yes, on a paid plan, by turning on the Extra Orders Add-On. It charges a per-order rate shown on the toggle screen and bills on your regular billing date.
Related Articles
- How to upgrade your plan
- How to downgrade your plan
- Understanding your billing cycle
- Payment methods and troubleshooting
- Plan limits and order processing
Need More Help?
If your usage counts still look wrong after reconciling, visit our Feedback page, WhatsApp us, or email hello@indexync.com with:
- Screenshots of your Plan Usage Limits card
- The counts you expected vs. what the card shows
- Any recent changes to your account (new marketplaces, bulk operations)