When you see a Pending Refund status it means that a refund could not be issued for this RMA.
Typically this happens when a payment processor has rejected the refund. In this case, it is best that you reach out to your e-commerce platform or payment processor directly to identify the exact error.
Once you have identified the issue and issued a refund outside of Returnly, you can mark the return as refunded externally. This does not prompt another refund attempt, it simply updates the status of the RMA to Refunded.