Asking ebay to step in before item is returned

[bitsandbobs_35]

I was sold a defecting I've games console from a business seller who has been less than helpful. I've asked if they have a replacement which they refuse to tell me. I initially started a return but would prefer a partial refund if they don't have a replacement which they have also refused. I can't find how I ask ebay to step in as I want to know exactly what they are going to do before I return the item. I've gone to purchase history, return details but find no way to esculate the matter?

[plpmr · Accepted solution]

on day 4 a link should appear.

However eBay can only enforce a full refund on return.

If you were to wait for a replacement you could run out of time.