Tracking not updating

I’m new to selling on eBay. Shipped an item worth $200ish the same day it was purchased. Tracking updated a couple times that day from my city to another close by city. It hasn’t updated since and that was over a week ago. Purchased wants a refund and when I tried to contact fedex they said that with ground economy I’m unable to contact via their file a claim portal for it? I usually sell on Depop and they’ve protected me in situations where packages are lost but eBay doesn’t seem to, I’m extremely confused and about to be out $200. Help!