Ok, this is cool. The biggest downside with online retail is that you have to sacrifice customer service. You don't get to talk to a human, and even if you do, you get somebody offshored someplace who is reading from a script and can't really help you with anything but frequently asked questions.
So I did not have hope when I screwed up my Amazon return. I've apparently got UPS showing up at my office tomorrow to pick up this package, but I got no shipping label. I can't find any addresses on the site, and I know that emailing customer service is not going to get me an answer in time. Then I finally find the "contact by phone" button.
First it asks me to pick which order I'm calling about. Fair enough. Then I click Phone again. And it says "We'll call you. Seriously. What's your number and when do you want us to call?" I type in my number and click "Now."
Phone rings. Nice. I mean, like, 5 seconds from the time I click the Now button.
There's a quick computerized voice that says "blah blah thanks for using this feature, hang on a second" and the next thing you know there's a nice human with some sort of southern (Texas, maybe?) accent asking what she can do for me. I explain the situation and she says, "Yeah, common question. UPS will bring their own label. Yes, we really do expect you to just leave a blank box out for them."
So, there you go. At first I would have given the process a failing grade for leaving me hanging - how logical is it to not offer a shipping label, and just say "UPS will be expecting it?" But the whole "call me" thing just turned it right around. That is outstanding.