So you've hit your plan's usage cap and your TikTok orders and stock changes are frozen, this guide will explain why this happens and your options for unfreezing your account.
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How to identify if your orders are frozen
How to identify if your orders are frozen
If your orders are frozen you'll be able to see the following messages on your SKU IQ dashboard
You'll also be able to see exactly which orders are frozen, both via your recent sync events and orders page.
Why does this happen?
SKU IQ offers 4 different plans to our TikTok and Shopify users. We use tiered pricing that scales with your demand and order volume as each plan has a different monthly cost, order limit, and overage charge cost.
Our current plans are:
Free - $0 USD/month - limit of 10 orders/month - overage charge of $0.50 USD.
Basic - $45 USD/month - limit of 100 orders/month - overage charge of $0.45 USD
Plus - $89 USD/month - limit of 500 orders/month - overage charge of $0.18 USD.
Growth - $159 USD/month - limit of 1500 orders/month - overage charge of $0.11 USD.
If you exceed your limit, you'll be charged the overage rate per order listed for each tier. For example, if you are on the free plan and go over 10 orders and end up with 15: Your charge would be $2.50 (5 orders x .50) The higher your tier, the lower your overage fees will be to accommodate that demand.
What will lead to frozen orders is if both your plan's order limit and your spending limit on Shopify are exceeded. By default, Shopify will set your spending limit to $5 USD, so if your exceeding orders cost more than your Shopify spending limit, the exceeding orders will be frozen as well. So using a similar example to the one above, if you are on the free plan and go over 10 orders and end up with 30: Your 10-order limit would be used up, and you would be charged $5 USD for your spending limit (10 orders x .50) and 10 orders would be frozen.
How to unfreeze your orders
To unfreeze your orders, you can either upgrade your plan to the next tier or increase your Shopify Spending cap. It's important to take into consideration your projected order volume when making this decision to avoid future interruptions. As soon as the usage cap is increased or/and the plan is upgraded, we immediately begin to sync all the frozen orders in the order they were received and continue syncing new orders as they come in.
Increasing your usage cap
When you first select your plan, your spending cap will be set to your standard Shopify limit, which tends to start at $50 USD. On the Free Plan, that equates to 100 extra sales, while on the Growth Plan that can equate to 454 extra sales, so be attentive to the overage costs for your selected plan. If you want to change your current usage cap, follow these instructions:
1. On your Shopify dashboard, go to Settings
2. Then select Billing.
3. On this Billing Page, you'll see the Subscriptions section, in there, select View all subscriptions
4. Under Active Subscriptions, Locate SKU IQ and click the three dots "..." to the right of it like the following image:
5. On the small pop-up, select View spending limit.
6. On this new page, you'll be able to see your current spending limit and how much you've used already. You'll have the option to enter a new spending limit, just don't forget to check the acknowledge button and confirm your new limit.
You can find more information on Shopify's usage charges, prorating, upgrades, and downgrades here.
Upgrading your plan
1. Log into your SKU IQ dashboard.
2. In the top left corner of your dashboard, click Upgrade.
3. Clicking this button displays a pop-up window with different pricing and plan options. Select your new plan.
4. You'll then be redirected to Shopify to confirm your new plan details. Click Approve.
5. The SKU IQ dashboard should now display your new plan.
If you don’t like the plan you selected, you can change it again. It's important to note that your billing cycle will be reset each time your plan is changed. You can find more information on Shopify's usage charges, prorating, upgrades, and downgrades here.