Item removed from parcel

[Mylifestartstoday]

I sold an item on eBay and packaged it up and sent it via Hermes. The buyer has contacted me today to say the courier attempted to deliver an empty package and obviously they refused to accept it.
When I track the package, it’s telling me it’s out for delivery. Obviously my buyer wants a refund. While Hermes tracking is saying it’s out for delivery I can’t seem to attempt to do anything and eBay don’t seem able to tell me what I should do.

Can anyone advise me as I’ve not sold much and never had any issues, and it’s making me anxious.
When I call the automated Hermes number it tells me it’s packlink who attempted delivery and to contact them, but I only have a Hermes tracking number.

The buyer needs to ask for a refund using the ebay refund system, and then you make a claim against Hermes.
It would have helped if they could have got a photo of the empty packaging but as they've refused to accept it, it should be returned to you.
So be ready when it arrives; if its not obviously empty and looks like its been opened and resealed, insist they wait while you open it in front of them.