Can I cancel an order?
Once a buyer has paid, an order can't be canceled. If you can't or shouldn't fill it, refund it in full instead.
Refund instead of canceling
- Go to Orders and pick the order.
- Press Refund. It opens with everything not yet refunded, shipping included.
- Choose the reason that fits, such as I can't fill it or Duplicate order.
- Add a note to the buyer if you'd like to explain. It goes in their refund email.
- Press the refund button.
If the order hasn't shipped, the pieces go back in stock unless you switch that off. A fully refunded order leaves To ship and shows Refunded. Refunding an order has the details.
Tip
Before you refund, it's worth a message to the buyer to say what happened. See Messages with buyers.
Orders awaiting payment
Sometimes a buyer starts checking out and doesn't finish. Those orders show under awaiting payment on your Orders page. You don't need to do anything: if the payment never arrives, Plukio releases the order on its own, puts its stock back, and marks it Canceled.
If a payment arrives after the order was released, nothing was sold: we refund the buyer in full and tell them by email.
Closing your shop with orders open
You can't close your shop while orders still need shipping. Ship or refund them first. See Closing your shop.
Last reviewed October 13, 2026