Item arrived in good condition but damaged when used by buyer, buyer asks for refund

[huntcentraloz]

Hi, I'd like your thoughts on this please.  I sold a brand new tarp to a buyer that arrived in good condition, he said he used it when camping and he claimed that the "first bit of wind tore it apart and pulled all the eyelets out".  He is asking for refund because he expected it to be a lot stronger.  It was advertised as "tear resistant" as per manufacturers ad, but  with this warning "We strongly advise not to put excessive pressure on grommets, as this may cause damage to your tarp".    This is not a canvas tarp, just the polyethylene type, it cannot be expected to stand against stronger winds.    Do you think I should refund the buyer?  What would you do in this case?  Thank you in advance for your advice.

[horizon1907]

Hi outnabout, If I was in your shoes, I would contact the buyer and offer a refund, because if you were to say no, they would then open an Item not as Descibed dispute and most likely win and that would affect your DSR's. i personally think it should last more than once, even if the wind was blowing. Eyelets, I would expect to stay fastened, even if the Tarp was ripped open as they said.  To keep them happy and you not to get a defect, in this case I would just refund them in good faith.  Lets see what others say.

[sueken4812]

The question is "What's a Bit of Wind!!?"  I'd probably offer a replacement, explaining that you're doing it in good faith that he now understand the warning.

[mbselections00]

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@sueken4812 wrote:

The question is "What's a Bit of Wind!!?"  I'd probably offer a replacement, explaining that you're doing it in good faith that he now understand the warning.

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Exactly - We had 'a bit of wind' several times throughout December here in SEQld

This was the result of the first big storm (6 x 3 aviary - bolted to sleepers - which we used as a chook house - blew over a 5' chain wire fence)

[cq_tech]

Bloody hell, did you manage to find your chooks (or what was left of them) ?

[maranock]

I am not sure if this was one of those heap and nasty tarps but I can tell you from experience that they don't stand up to any wind, and the grommets pull out easily. They just don't do the job a tarp is supposed to do.

A good quality tarp is expensive but tough and quite wind resistant. In my opinion you should refund.

Sorry - replied to wrong poster, sorry tech 

[4green2000]

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@sueken4812 wrote:

The question is "What's a Bit of Wind!!?"

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I sold a piece of string and buyer asked for a refund as the string was too long

Sorry, just a bad joke....

[polly.the.cat]

I had a similar problem, l ordered a Ball of string, it was too short, and only one colour, Neutral, ...Seller Refused my Request. (l did ask nicely)

Am now trying to sell, said  Ball of Neutral String, Short Run, ...only 2nd Owner.

Sorry, even sicker joke !!!!   

[duck---dodgers]

"first bit of wind tore it apart and pulled all the eyelets out" 

Must have been an extraordinary can of beans!

[character_parties_aus]

It seems to me that on the surface you have been pretty clear with your description and the buyer has not heeded your advice. Of course no-one will ever know how much wind but I would be betting the issue occured as the buyer did not firmly lash down the tarp.

If it was me I would not refund the buyer initially and I would be pointing out the terms of your listing. In my experience people will try it on if they make an error and try and force the position of the seller - which is human nature -  and when you point out the terms of the listing they tend to realise perhaps they are no angels. If they really really push then you may wish to reconsider your position noting points above about item not as described issues.

Of course the product may have been unfit for purpose as well but only you know that.