Customer service not providing return label

Days ago I opnened Ticket 3415820 but when they told me to click a link to edit and generate my retun label, no link is available, just a text saying RETURN_LABEL

When I reply to the ticket saying this, they no longer replied... anyone has experienced the customer service not replying after recognizing a defective product? If I don't return the defective product after they have sent me the replacement, they will deactivate the one they sent for replacement.