The phone rang at 8:15 a.m. It was a recording: "A UBS driver will pick up your package today. He will arrive between 8 a.m. and 7 p.m." That's nice, Craig thought. All I have to do is wait for 11 hours. I can't even take a shower. I can't hear the doorbell while I'm in the shower. Craig heard the doorbell at 4:40 p.m. "I'm so glad You're here,"he told the driver. "This box has been sitting in my bedroom for two weeks." He handed the box to the driver. The driver said,"WHere's the call tag? I can't take this without the call tag." Craig said,"What? What's a call tag?" The driver said,"A call tag is a return label. It tells us where to ship the box. Maybe It's inside the box." Craig's lips tightened. He wondered, Why is returning a package so difficult?