“…To improve customer service and competitiveness, the development of reverse logistics competencies to physically handle returns, such as stock selection, transportation, centralised collection, data collection, refurbishing or remanufacturing and disposition is important (Morgan, Richey Jr, Autry, 2016;Hansen, Larsen, Nielsen, Groth, Gregersen, Ghosh, 2018). Furthermore, SMEs should integrate supply chain management capabilities that integrate manufacturer and retailer data, create invoices, generate store credits, detail accounts receivable, issue management reports and strategically apply the information gathered to streamline internal processes (Mellat-Parast, Spillan, 2014). With this, competitive benefits such as higher return on investment, higher return on assets, lower cost, higher quality of products and/or services, higher level of customer service and effective knowledge management mechanisms may result (Pal, 2017).…”