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what are you going to do to make sure the problem wasn't unavoidable (ends up in the hospital after a car accident), or maybe even the complaint is bogus (someone's got an axe to grind)?
for example, if someone complains that a costume arrives damaged or whatever, that didn't show in the posted photos, you'll have to get the complainer to post her own photos showing the damage.
how bad is bad enough to get banned? if it's X strikes you're out, how are you going to define a strike?
i'm not saying it's not a good idea to have some standards or rules even, but they have to be thought through and posted so everyone knows what they are and what will happen.
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