Buyer received an empty package when it was 100% in there.

[surgicalinstinct]

Hello, i sold an item that was shipped and buyer claims the item was not in the package when it was delivered weeks ago. I checked with FedEx and there was never a hold up or issue with the package. Now they are requesting a full refund when I'm not even receiving my item back. What should I do? My funds are going to be removed now when I am not receiving my item back. How does that even work? 

[shipscript]

One common packaging failure is a sharp or heavy item shipped loose in an envelope or box. They can often cut or beat a path out of the packaging. Those types of items need to be secured to prevent movement, with tape applied over the vulnerable seams and corners of the packaging. Ask the buyer to provide photos of the open or compromised box or envelope.

If your item was insured, you can open a claim with the carrier using the photos the buyer provided.