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.
How do I fix an RMA that is in a Pending Refund status?
If you encountered the Confirm Already Refunded screen, please go to the linked help 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.
How do we know which RMAs are in a Pending Refund status?
To help manage Pending Refund RMAs there is the Needs Attention tab within Manage Returns!
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.
Please contact Returnly Support 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 by emailing us at firstname.lastname@example.org or by opening a ticket through our web form.