When I click on the pencil and paper icon, it does not offer me an option or anything clickable to send a message.

Oh no user_y0qjjl, let us figure out why you're running into this on your end. When you click on the pencil and paper icon, to the right of that, a " To: " box should allow you to type in "Xfinity Support". 

To confirm, are you not seeing the " To: " box on your end? If not, do you happen to get any type of error when clicking on the pencil and paper icon? 

Correct, no "To:" box and everything is grayed out.

@user_y0qjjl no need to worry we can take care of this right here. If you take your equipment into a nearby UPS or Xfinity Store the store will accept it and no need to have a label printed. 

Xfinity Retail Store
Visit us at any Xfinity Retail Store.

Find an Xfinity Retail Store location near you.
Visit xfinity.com/stores to make an appointment.
Drop off your equipment at the Xfinity Retail Store.
After you return your equipment, it'll be immediately removed from your account.
Our team at the Xfinity Retail Store will provide you with a receipt confirming your return details.

UPS Store
Stop by a UPS Store.

Visit theupsstore.com/tools/find-a-store to find a UPS Store near you.
You can package the equipment yourself using a cardboard box and the prepaid UPS shipping label you printed at home.
If you don’t have a cardboard box, you can bring your equipment to the store.
A UPS representative will pack and ship your equipment back to us at no charge.
You can track the progress of your return at xfinity.com/returns or on UPS.com.
To find your tracking number:
Reference the tracking number on the return label to monitor your package.
Reference the tracking number on your physical receipt if a UPS Store representative packaged the equipment for you.
Please allow up to two weeks for the return to process and your account to reflect these changes.

That's what I've been trying to do is print the pre-paid UPS label. The xfinity website gives me the message I posted in my original post. The UPS store said it cannot take the equipment without a label. I called Xfinity on the phone and they gave me the same link to the website that still didn't work. They also transferred me to a line to make my final payment of $6.42 and it wasn't accepted. So basically, I'm holding equipment and a payment and I'm being blocked by Xfinity to give them to you.