Rule I keep breaking: no customer service after 10pm. Last night's ticket: "This card is not mint." Correct. It's Near Mint. That's what you ordered. Here's the thing about selling Pokémon cards online. Every single card gets a condition grade. Near Mint. Lightly Played. Moderately Played. Heavily Played. Damaged. TCGplayer publishes a full guide, very detailed. Almost nobody reads it. So a few times a week I'm in a debate with a stranger at midnight about whether the edge wear on a Charizard makes it Moderately Played or Heavily Played. And here's the part that gets me. The buyer picked the played condition on purpose. They saved money because the card has wear. Then the card shows up with wear. The ask is almost always the same. "I never would have ordered it at Heavily Played. But I'd keep it for 50% off." I get it. Nobody wants to feel like they overpaid. And "Near Mint" sounds like a downgrade from "Mint" if you've never heard the term. But a grade is not a negotiation. It's a description. What I've learned after a few thousand of these: the fight is never about the card. It's about expectations nobody set. If the marketplace made buyers tap through the condition guide once before opening a ticket, half my late night inbox would disappear. Until then, my fix is simpler. Close the laptop at 10. Store owners: what's the one policy your customers never read?