Please help! - empty parcel

Are you sure that the items were inside the package at the time of shipment and that you packaged it securely enough? Does the tracking indicate any loss of contents or damage during transit?

If you are confident that the buyer received the order as described, authorise the request and offer him to return it for a refund. Once you receive it back, refund based on the condition. If you receive back an empty package, you won’t be required to refund and Amazon will cover a potential A-Z claim if you represent your case properly.