Italian Post Office Post

What can I say .. I had to deliver a package to make a return. 20 minutes in a row outside, I enter, and I am asked for a sheet that does not exist (I called the assistance of the Italian post office to ask for confirmation later). I am told to go home, to take this mysterious sheet and re-queue of course. They would just have to ask me for the waybill, already on the return label attached to my package. It remains for me to think that the staff don't even know what a waybill is and that maybe they should change jobs. (Obviously all accompanied by a good dose of rudeness)