Hi and welcome!
If I understood you correctly, this could be an option:
EDIT: Fixed it so it did all the steps
{note}What best describes the issue?{if: servicetype="Select" }{complainterror=""}{endif} {if: contains(complainterror, "return request")}{=complainterror}{endif}
{formmenu: default=Select; General complaints; Return request; name=servicetype}{endnote}
{if: servicetype = "General complaints"}
{note}What is the product category?
{formmenu: default=Select; Folding tables; name=productcategory}{endnote}
{if: productcategory = "Folding tables"}
{note}What does the complaint relate to?
{formmenu: default=Select; Damaged on delivery; Clips not holding the table closed; name=foldingtablecomplaint}{endnote}
{if: foldingtablecomplaint = "Damaged on delivery"} {servicetype="Return request"} {productcategory="Select"}{foldingtablecomplaint="Select"}{complainterror="Customer complaining about damaged goods should be handled as return requests"}{product="Folding tables"} {reasonforreturn="Damaged on delivery"}{elseif: foldingtablecomplaint = "Clips not holding the table closed"}{else}{endif}{endif}{endif}
{if: servicetype = "Return request"}{note}What product type does the customer want to return?
{formmenu: default=Select; Folding tables; name=product}{endnote}
{if: product = "Folding tables"}
{note}What is the reason for return?{endnote}
{note}{formmenu: default=Select; Damaged on delivery; name=reasonforreturn}{endnote}
{if: reasonforreturn = "Damaged on delivery"}
{note}Fill out the required details below and press "Insert"{endnote}
Hi {formtext: name=customername; default=},
Thanks for your message. I'm very sorry to hear your order has arrived damaged. I'm able to offer several solutions for you:
Discount: if the product is still usable, we are able to offer a 15% discount if you're able to provide photos that show the fault/damage.
Replacement: we can send out a replacement order if you're able to provide photos that show the fault/damage
Refund: you can return your order for a refund
Please do let me know what you'd like to do and I'll get this sorted for you.
Thanks again, {=customername}.
Best regards
{formtext: name=Your name; default=}{endif}{endif}{endif}