RN594359442GB this package hasn't moved since 26/10/22, say it is awaiting payment of taxes but my customer hasn't been notified and waiting to hear what needs to be paid. Why haven't they been contacted?

My parcel RN594359442GB is showing the same status as of 26/10/22 - awaiting payment of taxes but my customer has received no notification and what needs to be paid. Why haven't you notified them of payment due?

The tracking update says waiting for customer fees payment, but my receiver in China cannot pay or doesn't have a link to pay. Can I add their phone number to the order so they can pay the taxes? They do not have any information to pay the taxes. How can we get this sorted?