Your customer has contacted you because they are unable to collect the item on site and would therefore like to order a shipment.
Go to the item's file
Click on "Notify the owner again".
The owner receives a new link
Your customer receives a new notification and can change their initial choice by :
clicking on the link in the notification
then on "I've changed my mind"
and finally on "Send to the address of my choice"
Once the order has been placed by the owner, the item's details will be updated and you will find the delivery note enabling you to send the parcel.