No service from Buffalo

I requested a refund on 30 April 2024 from shein for BUFFALO to collect. When I check the progress the request was canceled because the courier said that we dont want to hand it over which is not true, why will I refused when requested I contacted shein and they opened the ticket again After numerous calls and whatsapps they have not collect the parcel yet. I can not waste any airtime on them any more. The whatsapp number also does not work THIS IS NOT ACCEPTABLE SERVICE FROM SHEIN NEITHER BUFALLO