Fios Return label

[#1]

I recently upgraded my Wi-Fi and cancelled my cable and landline.  Now I need to return the boxes and old router but Verizon only sent a prepaid label for the router.  When I try to sign into Verizon to print the return label for everything else, I keep getting an error message:

We are unable to locate your order details.  Please check if information was entered correctly.  

The information I entered was correct. If I try to look up more information on the website, it just sends me back to the same page to enter my information. How do I get the prepaid label for the return?

[#2]

Hi MYEONGIN,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.