Package being held

Buyer had an item held at USPS but on the tracking it says delivery attempted and held at post office, at customer request.

He wants them to ship it back to me and ship it with a different carrier. I don’t want this, I would not be shipping it again if it gets sent back. Or he wants a refund. I guess I’m not understanding why he’s not going to the store to sort it out? He said he called USPS and couldn’t get through but that wouldn’t be my first way of contacting them.. anyway it’s being held in his city’s post office. Why can I do?

Thank you