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Diogo, you don't need any help from Upwork Customer Support for this.
All you need to do is ask the freelancer to do the work and send it to you, since he has already been paid.
Personally, if I was the freelancer, I would understand that you made a mistake, and I would simply work on getting the project done as quickly as possible so that I can send you the files. Then nothing else would need to happen. Because you would have the files you need and I would already have received payment.