My freelancer is in breach of contract and has agreed to refund the remaining balance in escrow, as well as half of the amount already paid (released from escrow) for the previous milestones.
I know to request a refund from balance in escrow. However, Upwork's instructions on how to request and receive funds that have already been paid is outdated (i.e. the menu and user interface have been changed).
Does anyone know how to do this or how to contact Upwork?
The instructions for requesting a refund you may be referring to are most likely for hourly contracts or for funds that are still in Escrow. That said, the freelancer can still issue a refund for a fixed-price payment that's been released to them from their end following the instructions here.