This answer is designed to deflect the user from submitting a request for further assistance on returning an item. This answer includes a carousel which displays the following:

1. 2 x Links to existing help centre articles.
2. 1 x Message + button which links the user to the returns submit a request ticket form on the help centre.

• There is 100% self-service with this flow and no interaction from an agent required. 

This answer utilises the following step types:

1. Send a message
2. Add carousel
3. Ask if question resolved
4. Link to another answer

For further information about each step type please see the Zendesk Guide: Understanding answer step types

Carousel example: