An RMA can track items leaving from or arriving at your site or warehouse. This includes items shipped to or returned from customers. Once items are issued or received, the installed base can be updated when the RMA invoice is posted. The system can automatically record items issued to your end users and automatically remove items received from them.

In the classical flow for returned items, a service organization receives a returned item and then either issues a replacement or fixes the returned item and ships it back. In this scenario, an RMA receipt is processed before an RMA issue.

However, in modern service organizations, an RMA issue often occurs before the item is received from the end user, thereby ensuring that the customer does not go without its use. This has always been an important part of servicing mission-critical items, since customer down time can be so costly. In this scenario, the issue is processed first.

The Ship Before Return setting of the service type controls whether or not items can be shipped before defective ones are returned.