Payment Declined but it's still not sent back to the sender

Hi there, a guy sent me 2 payments on november 24th this year but both payments had been declined. So I've submitted a ticket to their support to send it back to him, but today is the 27th of december and he told me that he still haven't received it.

I told him to call his credit card company to get his money back, any other suggestions?

I mean... usually it takes max 7 days to get the money back to the sender...
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