"We will never assume that a customer will accept a lower grade. Any cards that are lowered as part of the crossover service are done so because the customer has consented to it."
So does this mean Dan consented? And if so what is he complaining about?
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My avatar is a sketch by my son who is an art school graduate. Some of his sketches and paintings are at
https://www.jamesspaethartwork.com/
He is available to do custom drawings in graphite, charcoal and other media. He also sells some of his works as note cards/greeting cards on Etsy under JamesSpaethArt.