Aramex Global Shopper - Payment platform broken

Ordered item from e-Bay using Aramex Global Shopper. I have paid for shipping, now the customs taxes must be paid, but I can't because their payment system is not working. They keep saying a payment link will be mailed to me instead but nothing comes. They also said the IT team is fixing the payment platform issue on their site , yet it has been a week or more. So now the item is stuck at customs and time is running out before it will be returned to sender.