I run a small business and some of our products are made to order. We have disclaimers for this on our website and there are multiple points during the checkout process that customers acknowledge this. We also have a fairly extensive terms and conditions and during the checkout process you must acknowledge this. We run into a few customers every year changing their mind on orders and starting a claim or dispute thru PayPal saying they never received their item. PayPal sides with the buyer and we are forced into a 100% refund. One of our terms and conditions is the refund policy which states a 20% order cancellation charge but PayPal always issues a full refund. Some other folks I know that run small businesses have had similar issues and PayPal will have their back every time. What are we doing wrong?