Contents
- Identifying which RMAs are in a Pending Refund Status
- Fixing an RMA that is in the Pending Refund Status
The Pending Refund status is for RMAs that failed to have a refund issued through Returnly.
The Pending Refund status is typically caused by a settlement error that blocks Returnly from issuing a refund. A common settlement error is a payment processor rejecting the refund attempted through Returnly. Another is having the Confirm Already Refunded messaging presented when the RMA is attempted for settlement. In this article, we'll show you how to identify and rectify Pending Refund issues.
Identifying which RMAs are in the Pending Refund Status
To help manage Pending Refund RMAs, there is the Needs Attention tab within the Manage Returns dashboard.
The Needs Attention tab will catch any RMAs that result in a Pending Refund status. This way, your team can see which orders need to have a refund issued outside of Returnly.
Important: Please contact support@returnly.com if an RMA in a Pending Refund state does not have a Refunded Externally option, or if you do not see the Needs Attention tab within the Manage Returns dashboard.
Fixing an RMA that is in a Pending Refund Status
If you encountered the Confirm Already Refunded screen, please go to the linked Knowledge Center article on how to process those RMAs which had an existing partial external refund made.
Once a refund has been rejected and an RMA has moved into a status of Pending Refund, Returnly can no longer issue a refund. Instead, you and your team will need to manually issue an external refund outside of Returnly to ensure the customer is refunded.
After issuing a refund to the shopper outside of Returnly, your team will then go into the Pending RMA and mark it as Refunded Externally. This does not prompt another refund attempt, it simply updates the status of the RMA to Refunded.
After an RMA is moved to a status of Refunded Externally, the RMA will transition to the Complete tab of the Manage Returns section.
+ Related: Manage Returns Dashboard: Overview
+ Related: Managing an RMA
+ Related: Managing an RMA: Missed Delivery Deadline (MDD)
