In the classical flow for returned items, you receive a returned item and then either issue a replacement or fix the returned item and ship it back. In this scenario, you process the RMA receipt before the RMA issue.

However, in modern service organizations, an RMA issue often occurs immediately upon receipt of a return, or even before the end user returns the item. The issue is processed first.

This more aggressive approach to RMA issues tries to ensure that the customer does not go without use of the item. This has always been an important part of servicing mission-critical items, since customer down time can be costly. The trend in service is to be proactive and replace an item, even a noncritical item, as soon as possible. Dealing with the returned item comes second.