Refunding an order and putting stock back
You refund buyers yourself, from the order. As our Seller Terms say, you're the seller: you ship, refund and stand behind what you sell. Plukio doesn't set a returns policy or a refund window for you.
Refund an order
- Go to Orders and pick the order.
- Press Refund (or Refund more if you've refunded part of it already).
- Choose how to refund:
- Items: pick how many of each piece, and whether to include Shipping. It opens with everything not yet refunded.
- An amount: type any amount up to what's left. An amount isn't tied to items, so nothing goes back in stock.
- Pick a Reason, and add a Note to the buyer if you like. The note goes in the buyer's refund email.
- Press the button. It names the amount, for example Refund $52.00.
The buyer gets an email. The money goes back to the card they paid with, and they see it in 5 to 10 business days. You can refund in the iPhone and Android apps too.
Tip
Plukio's fee comes back to you on every refund, in proportion to what you refunded. The refund screen shows how much. Stripe keeps its own card fee.
Put pieces back in stock
When you refund by items, each physical piece you refund gets a switch under Put back in stock. The switches start on if the order hasn't shipped, and off if it has: turn one on only if the piece came back to you.
If a piece comes back after the refund, open the order and press Put back in stock. This adds it to what your shop can sell and doesn't change the refund.
For a digital download you refund, you can tick Turn off the download for it, so the buyer's download link stops working.
Returns and exchanges
Plukio has no returns or exchange process of its own. Agree what happens with the buyer in messages, then refund and put the piece back in stock when it arrives. The same goes for a lost parcel: there's no separate lost-parcel claim in Plukio.
If a refund doesn't go through
Sometimes Stripe accepts a refund and then can't finish it, for example because the buyer's card was closed. The money goes back into your Stripe balance, the order shows a banner saying the refund didn't go through, and we email you. Pieces you put back in stock stay in stock. Contact the buyer to settle it another way.
Things to know
- Refunds you make in your Stripe dashboard show on the order too, and Plukio's fee comes back on those as well.
- You can't refund an order whose payment is being disputed. See Disputes and chargebacks.
- If you choose the reason Fraud, Stripe also blocks that card and email from paying your shop again.
Last reviewed October 13, 2026