GSP shipping within the EC

[hunot]

I tried to buy some royal mugs from a British eBay shop ( in November when England was still part of the EC). Unfortunately the items were sent via the eBay GPS which caused some trouble because my default delivery address is a DHL Box. The ebay tracking information did not helpful for me  and did not sent any hint to me. So I did some research by myself and could track a local parcel service which I informed about an alternative delivery address. But they failed. Some days later eBay sent me a another tracking info with a link to a Pitney Bowes webform where I again filled in the alternative delivery address. Ebay sent me this link three time and I always filled in the Pitney Bowes form. Some time later eBay wrote me, that they still could not deliver the items and that they would be returned it to the sender, so I opened a case with the seller. Who ba the way did not cause this disaster and is a GSP victim, too. After some discussions with eBay customer service they told me the items were lost during the shipping process. - Now realising that I will never get those mugs, I expected a full refund by Ebay or GSP. But surprisingly the eBay customer service told me this time that it is not possible because the GPS could not deliver the item to my adress and there is no refund possible. Am I naive?

[rebell45]

A little unclear about what eBay or GSP has to do with the refund, If you opened an INR case the seller is the one that will need to refund. Now if eBay is telling you that they won't make the seller refund, you'll need to go to your payment source, PayPal 1st if you used them, or your credit card company, if PayPal doesn't work out.  Just be sure not to let any deadlines pass, and be aware the it you open a case on PayPal the eBay case will be  closed, if it hasn't already.

[hunot]

Thank you for your advice. You are right, I should go it this way. - But for me it is not just a question of money. In my opinion, the service has some problems which should be solved , so the service gets impoved or replaced in the end. Problems with the shipping might happen, but if it does the communication must be suitable to get it back to normal and it wasn't in this case.

That is why I don't want to push the problem to the seller. You might say, the seller should have checked whether my DHL postbox is a working destination. But it would be much better if it is checked by the GSP system in advance, especially the destination is abroad.

Additionally my attempts to solve it with the customer service failed.

The story has not ended yet, so we will see.