There seems to be a little confusion about why if items are in one’s purchase history, they haven’t been refunded automatically. And the simple answer is that with the volume of tickets, an agent has not been able to review that account history, and a review is required to process things properly.
As you can clearly see in this thread and amongst other comments, not every item that someone may have in duplicate is refundable. Therefore, our agents need to review each and every purchase history on each and every account, make sure the item is as described and that it qualifies for a refund, and then process that refund.
This is a painstaking process, but pains must be taken so that everyone gets that to which he or she is entitled and, it goes without saying, doesn’t end up with more than is appropriate.
It’s not something that can be done automatically, like “scan my account and give me XX gems.” One example of the reason each account requires individual review is because a player could have two of an item through a Gem Store purchase, an in-game reward, a drop, a gift, a trade, and so forth.
If we refunded Player A who purchased a set of skins and Player B, to whom those skins were gifted, we’d be reacting incorrectly. Doing that on a broad scale would have negative effects on the economy. Consider: If XX,XXX gems should be refunded, but through an erred process XXX,XXX,XXX gems are given, we get gem inflation, meaning each and every gems you possess is worth less. Definitely not something that any of us want, right?
I hope these details help answer the question that, in inelegant terms, might be expressed as, “Why is it taking so #*%^# long to get me mah stuffs!?” 
