A Screen Flow is specifically designed for interactive processes that display information, ask users questions, and capture user input across one or more screens. Salesforce states that Screen elements can collect text, choices, dates, lookup values, and other inputs, and multiple Screen elements can create a guided multi-page experience. Screen flows can also be embedded directly on Lightning record pages, which precisely matches the requirement to guide customer care agents from the Case page. A record-triggered flow runs automatically when record data changes and does not provide an interactive wizard. An autolaunched flow normally runs without screens, while a schedule-triggered flow executes at defined times for batches of records. Because agents must actively provide information at several stages of the return process, Screen Flow is the correct declarative solution.