Author Solutions, LLC

Dear Revdex.com, Thank you for the opportunity to investigate the interruption of her books’ listings on our bookstore and to assure Ms [redacted] that we are committed to working with her to complete her remaining book of poetry During and 2015, Ms [redacted] purchased five (5) publishing packages from Xlibris to publish her works Four (4) titles have completed their publication and the fifth project is currently in ProductionWe have attached the list of projects on Ms [redacted] ’s account with the dates of their purchase, materials submission and publication for your reference Ms [redacted] relates that her books in publication are not appearing on the Xlibris Bookstore and on Google and speculates why Appearance of Books on Xlibris Bookstore Xlibris conducts bookstore and title maintenance yearlyTests are conducted to ensure that the online bookstore system operates effectively and efficientlyThese tests check the functionality of the system and probe to ensure it is running up to code During the maintenance tests conducted between May and June 2, several Xlibris titles were temporarily removed from the online bookstoreHer titles were among those affected We extend our apologies to Ms [redacted] for any inconvenience or frustration this temporary interruption may have caused her and assure her that the issue was immediately addressed as soon as it was discovered Her titles were restored to the bookstore on May 31, Please reference the attached May 31, internal email confirming with screenshots that all four (4) of her titles in print during the period, had been restored to the bookstore In order to respond to her reference of a Google listing statement, more specifics are needed, such as the address where she found the reference, where in Google she was searching (a general search; a specific vendor search ; from her personal website), is she referring to one or all of her titles, etcWithout such information we are unable to investigate further Customer Satisfaction Surveys Customer satisfaction surveys are sent to authors at the end of each publishing stage and allow Xlibris to continuously monitor and improve the customer experience of our authorsWe can assure Ms [redacted] that her feedback is used only for customer satisfaction analysis and process improvement initiatives Partial Submission of Materials for Package Five In her filing she attributes her inability to submit the materials of her entire manuscript to the failure of Xlibris’ drop box transmission systemIn her emails of May 24, sent to her submissions representative, she explains that the delay in her submission is the result of the breakdown of her own computer system Copies of those emails are attached Settlement Request Ms [redacted] has requested a refund on the project currently in production and assurance that the contractual responsibilities for listing her books will be honored for her lifetime According to the refund policy of the Self-Publishing Services Agreement she signed, Section 10.1, she is no longer eligible for refund as the effective date of the agreement, January 18, 2015, exceeds six (6) monthsA copy of the agreement is attached for your reference We assure her that we are committed to continue to allocate the necessary resources to assist her in completing her submission and the publication of her workWe await the completion of her submission at her discretion Regarding her concern that her work be listed by Xlibris for the duration of her lifetime, we refer her to the term information of the agreement contained in Section The agreement has no expiration date and unless the agreement is terminated by her, us or both parties as described in Section 9, the listing of her books for sale will continue with Xlibris and our distribution network partners until notice is received of her demiseShould she desire to bequeath her book rights to someone, she may do so through her will In closing, we again apologize for the interruption of the listing of her books on our website due to title maintenance work Her bookstore listings were restored immediately upon learning of the interruption situation and thank her for her understanding In accordance with the terms of her Self-Publishing Services Agreement, the package in production is no longer eligible for refund and her request has been declined We are prepared to work with her to complete the publication of her work and await her full submittal of materials We trust this information illustrates the steps taken to address Ms [redacted] ’s concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Ms [redacted] ’s concerns regarding the consistency of her book’s printingsWe apologize to Ms [redacted] for the margin variances in her print orders In order to determine the cause of print issues, visual examples are requested by the printer, which Ms [redacted] graciously provided Because Westbow Press uses print-on-demand technology, books are only printed when an order is receivedAn order may be for a single copy or several hundred copies, for efficiency, orders for titles with the same trim size are combined into batch runs compatible with the capacity of the printer’s machineryPOD Industry standards do allow for some varianceMs [redacted] placed her first book order on December 28, On January 8, 2018, she expressed dissatisfaction with the margins in the books being too low and a print quality inquiry was issued with our print vendorThey confirmed that a production issue had occurred and replaced her twenty-book orderMr [redacted] acknowledged the replacements were acceptable on January 20, Prior to receiving the replacement, on January 15, 2018, she placed her second order for thirty copiesUpon their receipt, she advised that some of the books were satisfactory while others had the same low margin issue as the first orderThe investigation was re-openedIn order to evaluate the issue for multiple discrepancies, on January and 24, the print vendor requested and Ms [redacted] provided some specific examples of the problem (photos and a copy of one of the books in the shipment)On January 24, 2018, Ms [redacted] filed this complaintThe results of the evaluation found that he print files were accurate; however, a discrepancy in how this print vendor’s system was reading the file’s trim size specifications was discovered, causing the margin issueThe print vendor has assured us that the discrepancy has been resolved and replacements are being sentIn summary, the margin discrepancy in the printing of Ms [redacted] ’s book was isolated and the necessary adjustments made by the print vendorReplacements of the book have been sentFuture orders will reflect the correct marginsWe apologize to Ms [redacted] for the inconvenience and frustration the print issue may have caused herWe trust this information illustrates the steps taken to resolve Ms [redacted] ’s print concernSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the payment history and refund for Ms [redacted] s projectOn July 22, 2016, Ms [redacted] purchased the Discover BW publishing package for the discounted price of $ She chose to pay for the package using a three installment payment plan which added a non- refundable $payment plan fee, making her purchase total $ On that day, Ms [redacted] verbally agreed to the Payment Plan, the payment amounts and auto-installments occurring on the same day of the month in the following two months, as well as the terms of the Services AgreementThe initial payment of $was taken that day securing the package price Ms [redacted] returned the signed Services Agreement that dayMs [redacted] called on August 17, 2016, asking that the second payment, due to be taken on August 22, 2016, be delayed until September 3rd However, payments are automated and cannot be delayed or moved, as stated in the Payment Plan Agreement, section Payment Schedule, “You may not skip or change payment dates.” Because of this, she mentioned cancelling her packageHer publishing consultant, Justin C***, spoke with her and explained that if she proceeded with cancellation, she would have the $set up fee withheld from the amount paid as is stated in her services agreement In their conversation they talked about letting the second payment decline and incurring the $payment plan default fee and then calling us to make the second payment on September 3rd as she had wished However, the second payment was allowed by her bank for its full amount on August 22, as scheduled and did not decline According to Ms [redacted] , this overdrew her account The rules governing the management of her bank account are private and between her and her bank We recognize that this situation is stressful to her, however, we have no prevue over how she manages the monies in her account and cannot accept responsibility for any bank fees that are incurred due to insufficient funds at the time we process payment through the payment information supplied to us by our clientsOn August 26, 2016, the payment plan department spoke with Ms [redacted] about the second payment She asked that it be returned, which she was told cannot be done She decided that she would cancel her publishing package A refund request was submitted at that timeUnder the section “Termination and Refunds” section of Ms [redacted] s signed Services Agreement, copy attached, it states: For Publishing Packages: Prior to submission of Your Manuscript ? 0-calendar days after the purchase: 100% of purchase price, less $or 10% of the purchase price, whichever is greater ? 91-calendar days after the purchase: 50% of purchase price ? More than calendar days after the purchase: No Refund The non-refundable payment plan fee is outlined in the Payment Plan Agreement, copy attached, in section as follows: Non-refundable processing feeA one-time, non-refundable processing fee of $(Processing Fee") will be assessed and added to Your first payment under this Payment ContractIf You later seek, or become eligible, for a refund pursuant to the terms of the Agreement, the Processing Fee shall not be refunded and shall be deducted from the amount of any refund issued to You Ms [redacted] had made two payments when her refund request was made--the initial payment of $and the second payment of $225, totaling $Subsequently, the $set up fee was withheld from the monies paid along with the $non-refundable payment plan fee, making her eligible for a refund of $Her refund was approved on September 1, and paid by the finance department on September 6, to the credit card used to make the payments The refund was made in two transactions on the same day; transaction IDs: [redacted] for $and [redacted] for $Ms [redacted] states that her calls have not been returned After running a call report for the phone number on file, report attached, it appears that Ms [redacted] either speaks with someone at the time of the call or her voicemail is returned There is no evidence of calls not being returnedIn closing, Ms [redacted] was refunded according to the refund schedule stated in her signed Services Agreement The eligible refund amount was returned on September 6, to the credit card used to make the purchaseA review of incoming and outgoing phone call activity for her phone number found no deficiency in our response to her callsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Ms***’s concerns regarding her royalty payment and the ability of vendors to purchase her bookSales and Royalty Information Resources Royalty criteria and payment schedules can be found in our services agreements and on the FAQ section of our websiteIn addition, quarterly royalty statements are accessible thru the author’s personal My Center page on our website Sales and royalty data are compiled and verified each calendar quarter and payable days after the quarter closesCheck payments are issued unless the author has enrolled in the electronic funds transfer (EFT) programCertain criteria applies to each payment method For check payments: The royalty amount due in a single calendar quarter must be $75.00US for a check to be issuedIf not, the balance will carry forward and combine with the following quarter until the payment due for the quarter equals or exceeds the $75US thresholdHowever, if the earnings threshold is not reached in the 4th quarter, the royalty amount will be paid out regardless of the amountFor Electronic Funds Transfers: By enrollment in the direct deposit program , days after the end of the quarter, positive balances are immediately sent electronically to the bank account authorized to receive funds regardless of the amountEnrollment forms for EFT are available thru the author’s My Center pageFederal withholding taxes: Regardless of the payment method used, we are required by the IRS to withhold federal taxes from royalty income unless specific forms are completed and on file with usForms for US citizens and Ncitizens are available thru the author’s My Center pageMs***’s and Royalty earnings and payments Since the release of Ms***’s title in March 2016, sales information has been reported to us by our distribution network partners Attached you will find two reports detailing this data; a Sales Data and Royalty Payment report and a copy of the Quarterly Royalty Statements posted on her personal My Center page on our website The Sales Data and Royalty report has two tabs; one lists the sales information from our distribution network and the second lists the quarterly royalty earnings and payments madeThis data is conveyed to Ms [redacted] electronically thru the Quarterly Royalty Statements available on her My Center accountThe Sales Data and Royalty Report shows that: In 2016, Ms [redacted] earned royalty in quarters, Q2, Qand QSince the $75US threshold was not reached until Q4, a check for the $($less federal withholding of $26.15) was issued on 3/28/and mailed to her address of recordOn May 27, 2017, Ms [redacted] notified us that she had yet to receive a royalty payment and provided a different mailing address The check was neither cashed nor returned to usSubsequently, it remained negotiable and outstanding until its day (month) lifecycle expiredThe check would became eligible for re-issue with the Qpayment, scheduled for the end of February In 2017, she enrolled in the EFT program and provided a W-tax formHer Qpayment ($40.17) was direct deposited to her bank account and no taxes were withheld.The re-issue of her Qroyalties will be made for $via EFT with no tax withheld Vendor Ability to Order Ms [redacted] writes that vendors have told her they cannot order her bookWe assure her that her book continues to be in distribution and vendors may purchase her title through our distribution network partnersHer statement does not specify if the vendors are booksellers or other retailers, from whom they were attempting to make the purchase or whether they were asked to san account in order to make the purchase If she would like to provide us with more information, we will be happy to investigate further In summary, a check for Ms***’s Qroyalty earnings was issued and sent to her address of recordShe provided a different address in May The criteria for re-issue of the outstanding check was met after daysWith Ms***’s enrollment in the EFT program, the re-issue will be direct deposited to her account with the Qpayout (days after the close of the quarter) We trust this information addresses Ms***’s concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for giving us the opportunity to clarify the payment of Ms [redacted] royalties.Royalty Schedule and Payment OptionsWestbow Press pays royalties to authors based on the quarterly royalty schedule belowRoyalty earnings accrued throughout a sales quarter will be compiled and paid within sixty (60) days of the quarter’s end.· First Quarter: January – March (Payments are made end of May)· Second Quarter: April – June (Payments are made end of August)· Third Quarter: July – September (Payments are made end of November)· Fourth Quarter: October – December (Payments are made end of February)When an author earns royalties from sales of their book via a retailer or Westbow Press direct bookstore sale, the author can choose to receive payment via physical check or Electronic Funds Transfer (EFT)As stipulated in the publishing agreement, royalty paid by check are subject to a $threshold requirement This means that royalty earned for the first, second and third quarters must amount to at least $to be qualified for its quarter’s payoutRoyalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payoutIf the accumulated royalty earnings fail to reach the threshold throughout the three quarters, the royalty earning is paid out on the fourth quarter regardless of the amount.Ms [redacted] book entered into retail distribution in June of 2012, which is near the end of the second quarterOn August 21, we received and processed a completed Electronic Funds Transfer (EFT) application submitted through Ms [redacted] password protected Author Account on the Westbow Press websiteThis allows the author to be paid quarterly via Direct Deposit into their bank account rather than receive a physical check in the mailRoyalty Payments IssuedAttached for your reference you will find an exhibit titled Royalty Payments and Sales Informer Reports The excel document contains two (2) tabs, one marked Royalty Payment Report and one marked Sales Informer Report The Sales Informer Report is comprised of sales data received from retailersThis report lists all royalty-earning sales of Ms [redacted] book and is broken down by quarter.The Royalty Payments Report shows the payments issued to Ms [redacted] since her book entered the distribution channel This report outlines the payment types, dates, and amounts of Ms [redacted] royalty payments Since the first royalty earning sale of Ms [redacted] book occurred in July of 2012, the first royalty payment issued to Ms [redacted] was for the third quarter of (reference quarterly payment schedule above) Due to difficulties with our banking vendor in that quarter, we issued physical checks to EFT authors to ensure timely paymentThe check issued to Ms [redacted] was endorsed and cashed on January 11, A copy of the check with endorsement is attachedMs [redacted] has since received three (3) successful Direct Deposit royalty payments which were accepted by the bank The amounts of Ms [redacted] payments coincide with the royalties earned on the Sales Informer Report, and with the posted royalty statements found on Ms [redacted] Author Account onlineA copy of royalty statements is attached for your reference May we suggest that Ms [redacted] review her bank statements for a deposit for the amounts and the days listed Deposits will indicate coming from CDI, (Content Distributions Inc, the royalty disbursement division of WestBow Press).Please note that for Ms [redacted] royalty payments, federal taxes were withheldWe are required by law to withhold federal tax unless the author completes and files a W-form with us Ms [redacted] has not submitted this form However, she may access the form and submit it through her password protected Author Account online.In December of Ms [redacted] opted out of the Direct Deposit payment option via her Author Account, therefore any royalty earnings payable as of that date will be issued via a physical check to the address of record and will follow the $threshold requirement As reflected on the attached Sales Informer Report, there has yet to be a royalty earning sale since the December payment method change from EFT to check In summary, Ms [redacted] royalties have been paid accurately and according to the royalty payment schedule outlined aboveAs requested by Ms [redacted] future royalty payments will be made via a physical check in accordance with the $threshold requirement and mailed to the address of record Federal taxes will continue to be withheld until a completed W-form is received by WestBow Press Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to review and address Ms [redacted] ’s request for a refund of her publishing packageOn December 30, 2014, Ms [redacted] purchased the Embark package from Balboa Press for the discounted price of $and chose to athe Cover Copy Polish service for $She opted to pay in installments which added a non refundable $payment plan fee, making her total cost $She made the first payment that day with the remaining payments due the same day in the following two monthsOn May 22, 2015, she signed the Self-Publishing Services Agreement (copy attached) and work began on her bookThe Content Evaluation and Cover Copy Polish elements of her package were both completed in mid July along with formatting of the interior of her bookThroughout the phases of the design process, Ms [redacted] was unhappy with the results and ultimately decided to cancel her publishing package with Balboa Press on September 17, With regards to the refund of her publishing package, Ms [redacted] is correct in stating that she is eligible for a refund as she requested it within six months of the signing of the Self-Publishing Services AgreementThe refund policy is outlined in Section of her signed self-publishing services agreement (copy attached) and reads: “You may be entitled to a refund of all or a portion of the amount You paid for a Publishing PackageThe refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service OrderAll other Services are non-refundable after purchaseYou shall be entitled to a refund of the amount paid for the Publishing Package as follows: aPrior to submission of the manuscript: 100% [less a $(USD) setup fee] bAfter (a) above and prior start of interior design work: 50% cAfter (b) but prior to final sign-off: 25%” As her book had been submitted and interior design work had been performed but no sign off received, she would be eligible for a 25% refund on the $cost of her Publishing Package or $The $Payment Plan Fee is non refundable, and the Cover Copy Polish has been completed making it ineligible for refundIn closing, although it has been over six months since she purchased her publishing package, she did not sign the Self-Publishing Services Agreement until May and therefore, we have granted Ms [redacted] a 25% refund of the cost of the publishing packageThe amount of $was refunded back to her credit card on January 8, 2015, transaction ID [redacted] We allotted the necessary resources to assist Ms [redacted] in the preparation of her project and are saddened that she has chosen to complete her project elsewhereWe wish her success with her publishing endeavorSincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for bringing this matter to our attention and for the opportunity to present our side of this case [redacted] has raised concerns about the editing of her book, as well as the image permissions required to move forward with publication Ms [redacted] purchased an Embark publishing package from Balboa Press on April 30, 2014, at a cost of $ She also purchased an Editorial Assessment service at a cost of $249.50, discounted from the standard rate of $ She submitted her signed Services Agreement, attached, on May When Ms [redacted] submitted her materials, they went through a Content Evaluation This is a process that all Balboa materials go through, to ensure that there are no concerns with copyright, permissions, privacy, libel, and other possible issues The Content Evaluation determined that there were several professional photographs not taken by Ms [redacted] , and requested permission from the photographers We acknowledge that the copyright status of photos taken of ballets may be more complicated than other photos, in that permission from the choreographers and ballet companies can be involved, and we appreciate that Ms [redacted] is the choreographer of several of the works depicted in her photos However, legal precedents indicate that the choreographer is not always the rightsholder of professional photographs Generally, photographers (or their employers, in a work-for-hire situation) own the rights In order to protect both Ms [redacted] and Balboa Press from any possible litigation, we do need to ensure that the appropriate permissions are on file before the photos can be used in the final book We always err on the side of caution in order to protect our authors and our company Attached is a listing of the images requiring permission If these permissions can be obtained, we will be able to proceed to the design process If permission for any image cannot be obtained, the image will not be able to be used The permission should come from the rightsholder, who may be any of the following: 1) Ms [redacted] , for those photographs she took; 2) A photographer who was not employed on a work-for-hire basis at the time the pertinent photograph was taken; or 3) The company or entity that hired any photographer employed on a work-for-hire basis at the time the pertinent photograph was taken Ms [redacted] also cites concerns with the Editorial Assessment she purchased in addition to the publishing package She was told when she purchased the service that she would be able to select multiple portions of the book to be reviewed While the Publishing Consultant stated that she would try to enable this, it is not a service the Editorial Department offers As the service description on the Balboa Press website states (http://www.balboapress.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-1536), the editor reviews one continuous portion of the book to provide a sample edit The sample edit was completed and was sent to Ms [redacted] on July 8, at which time Ms [redacted] expressed her concerns to the Editorial Department An Editorial Services Associate explained the misunderstanding to Ms [redacted] , who then considered canceling her publishing package, but ultimately decided to proceed If Ms [redacted] would like to cancel her publishing package, she may contact us at [email protected] and we will proceed with the cancellation Her manuscript has been submitted, so per the Services Agreement she signed in May, she would be eligible for a refund of 50% of the cost of the publishing package However, as a show of goodwill, we would process a refund withholding only $setup fee outlined in the Agreement As the Editorial Assessment has been fulfilled (attached), it is no longer eligible for a refund We will await Ms [redacted] ’s decision regarding whether she would like to proceed with publication or request cancellation We trust this information illustrates the steps we have taken to address Ms [redacted] ’s concerns [redacted] Global Director-author satisfaction

Dear Revdex.com, Thank you for the opportunity to review Mr [redacted] ’s concerns surrounding his purchase of the BlueInk Marketing Service Mr [redacted] signed up with Xlibris on May 27, to publish his book entitled “ [redacted] ***”, selecting a Black and White Poetry Classique publishing package and adding a Google SEM internet marketing search serviceThe signed and returned the Self-Publishing Services Agreement on May 29, The book completed its publication process and was made available for sale with his approval on June 16, To assist our clients in developing a marketing plan for their work, an array of marketing and promotional services are available as apurchases at any time In October, he chose to add the BlueInk Basic Review marketing service for the discounted price of $ As described on our website, this service provides authors the opportunity to receive a professional opinion of their work by well-respected and highly accomplished criticsA BlueInk review is an expert’s honest assessment of an author’s workAs such, this service guarantees only that the book will be read and assessed by a professional; there are no guarantees that a positive review will result for any title submitted for this service or any other professional reviewing service Our staff is required to accurately present our services to clients and potential clientsIn light of the allegations made in this filing, we immediately requested a review of all the conversations between Mr [redacted] and his marketing consultantOur review found that certain details of the BlueInk Service were inaccurately described during the discussions about the service prior to his decision to purchaseWe thank Mr [redacted] for bringing his experience to our attention so that we might initiate an investigation and address any actions that are outside our company’s integrity and customer service standards Per Section 8, subsection 8.2(b) of his self- publishing services agreement, when a service is fulfilled, it is no longer eligible for refundIn view of the findings of our investigation, we are making an exception A refund request for the full amount paid for the BlueInk Review has been approved and returned to the visa card used to make the purchaseThe transaction ID is [redacted] In summary, we apologize to Mr [redacted] for any inconvenience, embarrassment or stress our staff’s miscommunication of the BlueInk marketing service may have caused him An exception to our refund policy has been granted and he has been refunded in full for the marketing service We trust this information illustrates the steps taken to address Mr [redacted] ’s concern Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review Ms [redacted] ’s account and complete the refund of unfulfilled services Ms [redacted] signed up with Xlibris Australia on April 21, to publish her book entitled “ [redacted] ,” purchasing a Black and White Executive publishing package at a discounted rateA copy of her signed Self-Publishing Services Agreement is attached for your referenceIn addition to the services included in her package, she purchased the Editorial Assessment service the same day Later she purchased the following three (3) services to assist in the preparation and marketing of her book--the Book Video with Voice Over marketing service on May 25, 2016; the Content Editing Plus service on July 8, and the Foreword Clarion Review on August 24, Ms [redacted] contacted Xlibris on September 19, to request the cancellation of her purchases due to personal reasonsShe also filed a chargeback case with her credit card for the amount of her $installment payment for the Foreword Clarion Review package purchased the previous month Per Section of the terms of her Self-Publishing Services Agreement, fulfillment of services forfeits an author’s eligibility for a refundRefunds for publishing packages are subject to the following conditions as described in Subsection 8.2: (a) Publishing PackagesThe potential Refund for a Publishing Package is exclusive to the amount paid for such Publishing Package as set forth in the Service Order(s), and will be calculated as follows: i) Prior to submission of the Manuscript: 100%, less a non-refundable A$(AUD) Setup Fee ii) After (i) above but prior to the start of interior design work: 50% iii) After (ii) but prior to Final Approval 25% iv) After Final Approval No Refund (b) Services not Included in Publishing PackagesWe will Refund to You the full amount paid for individual Services not included in a Publishing Package, or Additional Services, that We have not fulfilled or started to fulfill, or that We are unable to fulfill as of the effective date of the TerminationIf We have fulfilled or started to fulfill a Service or Additional Service, no Refund for that Service or Additional Service will be due to You Her publishing package had proceeded into the design phase but prior to her final approval, qualifying for a refund of 25% of the purchase price Both the Editorial Assessment and the Content editing Plus services have been fulfilled and therefore ineligible for refundSince both the Book Video with Voice Over and the Foreword Clarion Review services cannot be fulfilled until the book’s preparation is finalized, they remain unfilled and eligible for refund Refunds have been returned to the credit card used to make the purchase and all unfulfilled services have been cancelledThe attached table lists each of her purchases, the purchase price, payment made, status and refund processed with the transaction numbers We apologize to Ms [redacted] for the delay in carrying out her refund requestsUpon receipt of this complaint, all unfulfilled services eligible for a refund have been processed We trust this information illustrates the steps taken to address Ms [redacted] ’s concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review the preparation and release of Mr [redacted] ’s title to the public Mr [redacted] signed up with Authorhouse on July 25, to publish [redacted] ***He purchased a Full Color Fundamental Package, taking advantage of a promotional rate of $He submitted his manuscript and materials in early November and his book completed the publication process and with his approval was made available for sale on January 23, Each book published thru Authorhouse must meet the author’s approval before it can be released to print and made available for sale Electronic files of the manuscript and materials are created and sent to the author for review The author has the opportunity to examine the files and point out where corrections, additions or revisions are neededMr [redacted] ’s publishing package included one free round of corrections which he availed to implement after receipt of his initial proofsThese changes included the addition of some images which were initially excluded by our designer due to author’s late submission of these materials, as well as formatting and layout correctionsWe had informed Mr [redacted] as early as November 17, that some of the images he added may not be included in the initial proof and would instead be added during the corrections stage since the design and layout process had already commencedWe have attached a copy of the correspondence describing this agreement for your reference As we had agreed, the initial interior galley was prepared and sent to him for review on December 17, As part of the corrections phase, the post submittal images, along with the format and layout revisions he requested were implemented and submitted to him for his review and approval on January 12, Mr [redacted] signed the interior approval document on January 20, with no comments notedThe approval form is very clear on what happens once the approval is received and states that “if for any reason you cannot approve the interior proofing file provided, please do not sign at this time and contact your customer service representative.” Subsequently, the book was sent to print and made available for sale within a couple of business daysWe have attached a copy of the signed approval forms submitted by Mr [redacted] for your referenceWe found no notations in his file or on the release form indicating that a request for non-public release of the book was made at this time Our records show that on January 28th, he contacted Authorhouse with a list of concerns regarding the variance between the initial printer copy he received against the online proofs he reviewedWe immediately initiated an investigation into his concerns with the images, comparing the files and the printed copy On February 6, we advised him of the resultsWe explained that the slight difference in brightness between the print copy and the digital file were within acceptable variance based on universal publishing print standardsIt is not unusual for lighter images to come out lighter and dark images to come out darker when printedTaking these variance tendencies into account, Authorhouse ensures that images will fall within the standard range of acceptable varianceTo address his concerns, Authorhouse offered to adjust the files of his book at a discounted rateA total of images were replaced and new textual corrections submitted by Mr [redacted] were implementedThe corrections and changes were paid by Mr [redacted] at a discounted rateThe updated files were sent to the printer with Mr [redacted] ’ approval on March 22, The print copy from these files was approved by Mr [redacted] on March 29, Please see attached email for your reference Mr [redacted] states that he was given the option to wait for the print copy before authorizing the release of his book for saleAs this option is exercised upon request only, we conducted a search of our files to determine when the request was made and when the option was implementedWe found that Mr [redacted] requested to remove his title from distribution after receipt of his initial printer copyThe instruction, however, was not carried out by his assigned representativeWe apologize to Mr [redacted] for this error and for any inconvenience of frustration caused himWe accept responsibility for the mistake and would like to assure Mr [redacted] that we have taken the necessary steps to prevent similar situations from happening in the futureUpon receipt of his filing, we immediately requested that our printing and distribution channels be blocked from printing and shipping his title until which time that he provided his approval and release of the revised files Authorhouse has been in contact with Mr [redacted] and has been making arrangements for the distribution of the updated version of his bookAs a courtesy, Authorhouse has refunded the resubmission and correction fees incurred for the revision of the initially published files of his title We trust this information illustrates the steps taken to address Mr [redacted] ’ concerns Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com Thank you for the opportunity to respond to Ms [redacted] ’s concerns regarding fulfillment of two services included in her publishing packageMs [redacted] writes that she has yet to receive the LCCN (Library of Congress Control Number) and the Copyright registration services contained in the Bookstore Advantage Publishing Package she purchased in September of Both these services are fulfilled thru the Library of Congress, yet different departments administer themSubsequently, the fulfillment of these services require separate application forms, materials submissions and turnaround timesIn December of 2016, the LCCN for Ms [redacted] ’s title was submitted along with the required content materials The Library of Congress responded assigning the number, [redacted] , to her title Her book was released on [redacted] with this number becoming part of the interior of her book, appearing on the copyright pageMs [redacted] cancelled her title’s publication with us before the Copyright Registration service had completed the submission and certification process As the registration process has several steps and requires the Library of Congress staff to read and validate the uniqueness of the contents of the work, we allocate a timeline of months for the process to completeAlthough that timeline has yet to lapse, she chose to abandon the registration and requested a refundAfter reviewing her account, we waived the eligibility restrictions on package services once the book has been released On November 17, 2017, a refund for the package value ($70) of the copyright registration service was approved and payment issued to the credit card used to make the purchase The transaction ID is: [redacted] In summary, the LCCN as assigned by the Library of Congress in [redacted] appears on the copyright page of her book, making it ineligible for refund considerationWe extends our apologies to Ms [redacted] for any inconvenience or frustration caused her regarding the timeline for completing the Copyright Registration for her titleA refund for the package value of the registration was issued to the credit card used to make the purchase We trust this information illustrates the steps we have taken to address Ms [redacted] ’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to describe what transpired with Ms [redacted] s project and her May refundTo address her concerns, we initiated a review of her project and the steps taken to fulfill the services of her package Attached is a timeline of what occurred with her project We will address each element of her filing in the order she statedThe services included in her Visibility Publishing Package are listed on our website and can be viewed at the following link: http://www.archwaypublishing.com/PublishingPackages/NonFiction/Visibility Ms [redacted] writes, “I was assigned one (a concierge) but she was never in the office ” As our customer service staff is charged with responding to their assigned clients withinbusiness hours, we will conduct an internal audit when we are advised of a downfall in this area The timeline attached demonstrates that MsA [redacted] responded to all of Ms [redacted] s correspondence within business hours Even in MsA**’s absence, Ms [redacted] s emails were answered by MsA**’s supervisor and a colleague According to Ms [redacted] s filing “ after my husband and I paid 4k, we saw nothing, we received nothing but the run around from Archway, empty promises and I was only emailed my Book Expo tickets after I officially left Archway ” We confirm that the cost of Ms [redacted] s publishing package was $plus a $non-refundable payment plan service chargeHowever, she did not complete the payments, as her last payment declined Ms [redacted] did not receive any proofs from Archway, as she declined to complete the pre-production process There is no evidence of a “run around” or “empty promises” by Archway staff However, Ms [redacted] s claims are not specific Her emails were responded to within business hours and her questions were answered From the notes on her account, we are unable to confirm or refute that she was emailed tickets for the Book Expo It is uncommon for the marketing fulfillment department to begin fulfilling any marketing prior to the completion of the production phase of a book projectOnce an author’s project is cancelled and refunded, no further marketing fulfillment takes placeMs [redacted] writes “After we left Archway we were promised 2k back, and we have not received one dime yet ” As her signed services agreement (copy available on request), Schedule A, Number Refunds states If AUTHOR terminates this agreement for any reason other than a breach of contract by SERVICE PROVIDER, AUTHOR agrees to pay SERVICE PROVIDER any amounts due on services purchasedSERVICE PROVIDER will refund amounts paid by AUTHOR as follows: Prior to submission of manuscript 100% less a $setup fee After submission, but prior to interior design 50% After interior design, but prior to final sign-off 25% After six months from contract date 0% Ms [redacted] had submitted her manuscript and it proceeded through the content evaluation process twice, but had yet to enter into the interior design phase Therefore, per the terms of her agreement, she would be eligible for a 50% refund of the purchase price of $She had chosen to use a five (5) month installment payment which added a $non-refundable payment plan fee, making her grand total $She made four (4) of the five (5) payments of her payment plan with the final payment declined by her bankThis means she paid $of the $commitment With the payment default, a $decline fee was assessed (see attached payment plan agreement) Here is how her refund was calculated: $paid received, less the $non-refundable payment plan fee, less the refundable $(50% of purchase price), less the $decline fee The refund balance due equals $This amount was paid by finance on May 11, Due to an administrative error instead of the check refund she had requested, our standard refund procedure was followed, returning the amount to the credit card used to make the purchase The amounts have not been returned by the bank/credit card company Therefore, we cannot issue another payment Below are the amounts and transaction IDs Ms [redacted] can provide these IDs to the bank/credit card company to obtain the funds$to [redacted] $to [redacted] $to [redacted] In closing, Ms [redacted] s assigned concierge responded to her emails within business hours In her absence, other staff members responded to her emails with the accepted timeline Ms [redacted] chose to cancel the project before it entered the production phase Therefore, no proofs were created and sent and no marketing fulfillment took place Ms [redacted] s $refund was paid back to the credit card used to make the purchase The amount has not been returned by the bank/credit card company Ms [redacted] can use the above transaction IDs to obtain the funds Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Dear Revdex.com, I do not accept LifeRich Publishing’s response to my complaint On January 27, I purchased a publishing package from LifeRich PublishingI cancelled the package on January 29, 2018, where account specialist Jermel B [redacted] said I would be refunded within seven days, which he assured me was the typical amount of time LifeRich or Author Solutions takes to refund their customersLifeRich refunded me on February 13, 2018, a full week after their seven day refund time, and the day after I sent a dispute form to my bank against themIn the United States by law, consumers have a right to cancel within a 3-day period with a full refund of money; including any fees, without penaltiesI cancelled within days, well before any typical cancellation period Moreover, I reject LifeRich’s response to my complaint because I was only refunded part of the cost of my packageLifeRich withheld $claiming it was a ‘nonrefundable processing fee.’ The break down of package fees is not listed on their website, only the total cost of the packageIn addition, on my receipt of purchase the initial processing fee is not stated as being nonrefundableAlso, it states the following in the fine print on my receipt: “You will soon receive an email from [redacted] @docusign.net with a link to a document outlining the terms and conditions of your publishing services agreement with LifeRich PublishingInstructions for signing and returning the document will be included within the email Please monitor your email account for this important messageWe cannot begin work on your project until this agreement is signed by you and returned to us Please note, if you selected a payment plan, you will also receive a separate email with your payment plan agreement form, which also needs to be signed and returned before work will begin on your project.” As you can clearly see, the payment plan agreement form needs to be signed before work can begin on the project or for me to take advantage of what the package has to offerI did not sign a payment plan agreement form or a contract with LifeRich PublishingThere is no mention of a nonrefundable agreement fee on LifeRIch’s website eitherBeing as I did not sign any payment plan agreement forms or contracts, or because the payment plan agreement form does not state in print that it’s nonrefundable on my receipt or on their website, I do not feel a ‘payment plan agreement fee’ applies in this situation The fact that LifeRich Publishing is withholding the $dollars from me; even after stating on the receipt that the payment plan agreement form needs to be signed is proof LifeRich is deliberately scamming me out of the remainder of the money they owe meLifeRich Publishing is not a company to trust if they are not willing to stand by the words printed in the fine print section on their receipts to their potential customers.Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.I will take the next step which is to file in small claims courtWestbow continues to misrepresent factsFirst, they said I never sent a letterNow, they say I didJames [redacted] never specified that there was a separate document which I needed to readHe never verbally specify any different refund terms apart from what was in the Payment Plan AgreementI believe that Westbow used deceptive business practices and I will fight to get my refund Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am disabled with no energy to fight this sham of a business any furtherAll I want now, is for others to be aware of the shady practices they do for serviceI am house bound, I can't drive to [redacted] and hunt down the purchase numbers or anything elseNow, I just want my statement of their lack of service/poor service to be shared with others so that they are informed Regards, [redacted]

Dear Revdex.com,Thank you for giving us the opportunity to review the steps taken in providing Mr [redacted] a refund All manuscripts submitted to Xlibris are evaluated for issues with the material sent These issues could be libelous claims about a person or group or use of copyrighted material (song lyrics, photos) Mr [redacted] submitted his materials on November 12, That same day, the material was evaluated and issues were found These issues include clarification on copyrighted images and potential libel issues within the text Mr [redacted] ’s check in coordinator, [redacted] , called him that day to discuss these issues On November 17, 2014, Mr [redacted] emailed Ms [redacted] , addressing the copyrighted images On November 26, 2014, Mr [redacted] emailed his revised manuscriptIt was re-evaluated and again failed the content evaluation due to potentially libelous statements On December 1, 2014, Mr [redacted] submitted photo permissions However, the photos were deemed to be professional photographs requiring additional releases in order to be used Both the photos and the libelous statements in the text were discussed via phone by Mr [redacted] and Ms [redacted] on December 2, Mr [redacted] told Ms [redacted] he needed time to think about how to proceed.Ms [redacted] spoke with Mr [redacted] on December 22, and Mr [redacted] said he was still deciding his next steps.On January 5, 2015, Mr [redacted] decided that he did not want to continue with the publishing process as he did not want to make the necessary changes This was communicated to Ms [redacted] who relayed the message to [redacted] ***, the publishing consultant from whom he purchased the publishing package Ms [redacted] phoned Mr [redacted] that same day to discuss the issue further Ms [redacted] stated she would phone Mr [redacted] later than evening However, that did not occur and no more contact was made by Ms [redacted] with Mr [redacted] Xlibris is very sorry for the lack of communication to Mr [redacted] regarding his refund.The refund was approved and paid on January 22, Mr [redacted] paid $via check for his publishing package Per Mr [redacted] ’s Terms and Conditions, attached, $was withheld from the amount paid, due to the non-compliance with content guidelines This can also be found on the website at http://www.xlibris.com/legal_agreement.aspx, section 10.2.Therefore, Mr [redacted] will be paid $via check The check will be cut and mailed on January 30, In conclusion, Mr [redacted] chose not to make the necessary changes to adhere to the content guidelines and asked for a refund on his publishing package Xlibris apologizes for the lack of communication from Ms [redacted] to Mr [redacted] His refund request has been approved and his refund check of $is scheduled to be mailed on January 30, 2015.We trust this information illustrates the steps we have taken to address Mr [redacted] ’s refund concern and bring an amicable close to this case.Sincerely, [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms [redacted] ’s request for a refund of the 100% Royalty serviceOn May 27, 2015, Ms [redacted] accepted a special offer for the purchase of the Black & White Professional publishing packageThe following day she signed the Self-Publishing Services Agreement (copy attached)On August 10, 2015, she authorized the release of her publication for saleOn July 23, 2015, she purchased the Edge Plus marketing package which included the following services: Bookstore Returnability Program (months), 100% Royalty Program (years), Press Release Essential (media outlets), and Google Search Marketing--SEM ClicksOn August 24, 2015, Ms [redacted] agreed to the terms of the 100% Royalty Program via e-mailFor your reference a copy of the terms is attachedHow the 100% Royalty Program Works Per the terms of the 100% Royalty Program, she is entitled to 100% of the net proceeds from sales of the softcover and hardcover versions of her bookNet proceeds are the selling price of the book less any distribution costs (including printing, shipping, sales tax, etc.) or industry standard trade discounts (discounts taken by wholesalers, distributors or online retailers)The terms sent to Ms [redacted] also show the applicable royalty rates based upon the page count, point of purchase and the amount she would receive for each saleFor copies of her book sold through our website, she would receive $per softcover and $per hardcover saleFor books sold through other retailers or distributors, she would receive $for each softcover and $for each hardcover sold Because e-books are not part of the 100% Royalty Program, their royalty rate is 50% of the net cost of each e-book sold After conducting a thorough audit of Ms [redacted] ’s account, we found that she was paid accurately and completely for all sales reported to us (see attached sales report/payment history)Any royalties earned for sales made in will be paid in accordance with the 100% royalty program and the payment schedule outlined in her services agreement [redacted] Listings Ms [redacted] writes that she has seen books listed for sale on [redacted] Several scenarios may be in play that would cause her title to appear on the [redacted] website post cancellation: It is important to remember that we are a print-on-demand publisher Since no inventory exists, books are printed to fill orders as they are receivedAt her request, we removed her title from our website and notified our print network and online distributors such as [redacted] and [redacted] that the title is cancelled Because the database and website schedules for updating vary, bookstores and on-line booksellers may take up to days for the change to appear; however, during this time no new order can be printedSince we only have control over the content of our website, we are unable to access or make changes for our network partners and resellersIn some cases physical copies of a book may exist within the book vending channels and the title will be listed as active until these copies have been sold [redacted] and [redacted] business models allow for titles that are considered “out of print” to be kept in their system to allow customers the ability to track hard-to-find books Refund Eligibility The marketing package Ms [redacted] purchased falls under section b of the Self Publishing Services Agreement she signedIt states that services we have fulfilled or started to fulfill are not eligible for a refundThe services included in her Edge Plus package have been fulfilled or were in progress at the time of cancellationMs [redacted] ’s book was listed as returnable at our printer for months, set to expire on September 30, The 100% Royalty Program was initiated on August 25, and remained in effect until Ms [redacted] asked that her book be cancelled on October 5, 2017.Post fulfillment reports for the Press Release Essential and SEM clicks services are available upon requestCancellation Ms [redacted] claims she requested to cancel her book in February 2017, which she refers to in her filing as “getting her copyright back”We were unable to find any mention of cancellation in her file from that timeAdditionally, we searched the incoming mail logs for January through April and were unable to find anything from Ms [redacted] Please note that per Section of her Self-Publishing Agreement she has always owned the copyright to her book and as part of her package it was registered in her name at the US Copyright office Earlier this month, Ms [redacted] had contact with our customer service team via e-mailBecause of the terminology she used for cancellation (getting her copyright back), we put in a request to mail her a copy of her copyright registration certificateAfter she stated that she did not want her book being sold anywhere, we realized that she was speaking about cancellation and her book was cancelled on October 5, In closing, Ms [redacted] ’s 100% Royalty Program service was initiated in August for a three year runWith the cancellation of her book on October 2017, the accompanying royalty service was also cancelled Per the terms of the services agreement she signed in 2015, the 100% Royalty Program is no longer eligible for refundHer book has been cancelled and can no longer be printed On-line website are responsible for updating the data on their sites and may take days to be reflected Any royalties earned for sales made in will be paid in accordance with the schedule outlined in her services agreementWe trust this information clarifies Ms [redacted] ’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the content evaluation and refund timeline for Mr [redacted] ’s project On September 15, 2015, Mr [redacted] purchased the Premier publishing package for the discounted price of $ He chose to pay for that package on a three installment payment plan, which added a $non refundable payment plan fee, making his total $ On September 22, 2015, Mr [redacted] submitted his manuscript Content Evaluation Each manuscript submitted to iUniverse undergoes a content evaluation Content evaluation is the process in which iUniverse assesses the manuscript to ensure that it meets the standards for publishing Manuscripts are reviewed for copyright, libel and content that contains sex and/or drug paraphernalia This is done to identify any areas of the manuscript and cover design that could potentially put the author as risk for copyright and/or libel More about this can be found on the iUniverse website at http://www.iuniverse.com/faqs/Content-Evaluation.aspx On October 14, 2015, Mr [redacted] ’s project failed the content evaluation for libel and copyrighted text in the manuscript and the lack of permission for use of the cover art Mr [redacted] ’s CheCoordinator, Emmanuel ***, emailed the results of the content evaluation to him A revised manuscript was submitted on November 1, On November 3, the cover art was reworked with a new design and approved by Mr [redacted] On November 3, 2015, both the cover design and revised manuscript were sent to the content evaluation team for reviewThe manuscript again failed for uncited text and one instance of libel Mr [redacted] emailed Mr [redacted] the results of the content evaluation on November 9, Mr [redacted] submitted a third manuscript on November 17, However, a payment plan hold had been placed on the continuance of work on his project awaiting his reconciliation of the declined second payment Mr [redacted] made the second payment on November 23, and work was resumed On November 25, 2015, the content evaluation was done and the manuscript again failed for libelous content Mr [redacted] emailed the results to Mr [redacted] the same day On December 1, 2015, Mr [redacted] submitted another manuscript for review It was reviewed by the evaluation team along with the cover designThe manuscript continued to contain potential libel/invasion of privacy concerns with both the manuscript and cover tagged for right of publicity concernsThe results were emailed by Mr [redacted] on December 8, The same day, Mr [redacted] requested a refund for his publishing package, as he chose to make no further changes to the manuscript Refund Mr [redacted] ’s refund was submitted for processing and paid by the finance department on December 29, Per Section 8, Termination and Refunds, of his Self-Publishing Services Agreement, signed copy attached, he was refunded within the thirty-five (35) day refund timeline as stated in Subsection Per Subsections and 8.6, the eligible refund amount is $representing the$paid in less the non refundable $payment plan fee, the $set up fee and the $content evaluation fee Mr [redacted] was provided the refund details via email on December 29, by Richard [redacted] in the Author Satisfaction group Mr [redacted] responded stating that one of the credit cards used to make a payment was no longer valid Mr [redacted] replied “The system does not allow a refund to be processed to a different cardSince the payments were made to different cards it will be credited back to those cardsYou may contact your bank and provide the refund transaction details I have provided so they will be able to locate both refund transactions“ On December 30, 2015, Mr [redacted] was also refunded the $content evaluation fee because his publishing consultant, Dianne ***, had emailed him on December 10, 2015, stating that he would be refunded “the amount that you had invested less the $bank installment fee and $set up fee.” In closing, Mr [redacted] chose to forgo making further needed changes to the cover and manuscript for them to pass the content evaluation and opted instead to cancel and be refunded Mr [redacted] ’s eligible refund of $was paid on December 29, As an act of goodwill and in keeping with the refund stated by his publishing consultant, an additional sum of $was refunded on December 30, Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for the opportunity to review and further clarify the publication and post production phases of Mr [redacted] s title for him Mr [redacted] signed up with Xlibris on May 23, to publish his book entitled “ [redacted] ***”Mr [redacted] was able to take advantage of a promotional rate of $1,from the regular $price She opted to use an installment payment plan which added a $non-refundable surcharge, making her package total $Mr [redacted] made the first payment that day with the remaining two payments each set up for auto-charge on the same day of the two following months The book completed its publication process and was made available for sale with Mr [redacted] s approval on June 10, The author centered publishing process of Xlibris requires authors to collaborate with their assigned representatives to ensure that the necessary support is extended by capable individuals trained to handle each specific concernFrom production to post-publication, different representatives have been assisting Mr [redacted] with concerns on book preparation, distribution, finance, royalty and book salesProduction Phases The Xlibris production process allows authors to have full control of their bookXlibris does not move ahead until we have an expressed approval from our author to proceed to the next step of the publication process When Mr [redacted] submitted his materials he received a Welcome to the Production Stage email from [redacted] , his author services representative In the email were documents explaining the phases his book would be going thru plus instructions on how to use the information and forms needed for each phase A copy of the email with its attachments is attached for your reference Revisions after Final Approval Mr [redacted] contacted Xlibris two weeks after he approved the final proofs for his book requesting the addition of his author photo on the final page of his book As stated on the attached Galley Approval Form signed by Mr [redacted] , returning the form signifies that no changes are required and authorizes Xlibris to make the book available for sale Subsequently, any changes will be subject to the fee schedule provided when he submitted the work The schedule for corrections beyond those included in his package is on the first page of the Authors Guide to Corrections which is part of the Welcome to the Production Stage email attached As an accommodation to Mr [redacted] , he was offered a 30% discount on the $post publication corrections chargeHe declinedSee attached emailEditingThe edited manuscript was forwarded to the design and layout stage which after review of its entire content was approved by Mr [redacted] on June 5, Marketing ServicesMost of Xlibris’ publishing packages include promotional services which with the author’s approval are fulfilled after the publication of the workBelow is a list of the marketing service inclusions in Mr [redacted] s publishing package and their corresponding dates of fulfillment: Marketing ServiceFulfillment DateBookmarks (50)7/9/2014Postcards (50)7/9/2014Business Cards (50)7/9/2014Postcards (50)7/9/2014Business Cards (50)7/9/2014Posters (5)7/9/BookStubs7/25/2014Web Design Regular7/29/2014B&N, Amazon & Google Search7/14/2014Press Release Essential 1007/30/2014Bookmarks (50)7/9/2014Newswire – Stand Alone_old7/31/2014Share-Your-Book Widget8/11/Authors also have the option to purchase additional promotional campaigns that they deem ideal for their titleAuthors are made aware of these offers through phone calls and emails from Marketing ConsultantsActual purchase of these services, however, is always at the author’s discretionMr [redacted] has yet to purchase any marketing services to augment those included in his package If Mr [redacted] would like to no longer receive notification of marketing opportunities he may ask to be placed on a Do Not Call list for marketing offers Print On DemandAs a Print On Demand publishing company, we use modern technology to store and print your book in electronic form, removing the need for a warehouse and large print runsThis means we print books as they are ordered in quantities as low as one copy The print cost is recovered from the selling price of the book Traditional publishers print books in huge quantities; therefore, the cost they must recoup per book is lower To maximize proceeds, authors are entitled to discounts ranging from 30-60% depending on the number of copies they personally order Mr [redacted] references being contacted by his Book Consultant with an offer on the purchase of copies of his book There are no restrictions on the number of books he may purchase at any one time, however, the higher the volume the lower the per book costIf Mr [redacted] would like to no longer receive notification of special offers and discount on copies of his book, he may request to be added to the Do Not Call list for book offersRoyalties In Section Your Royalties, of the Author Agreement signed by Mr [redacted] , are the royalty percentages he is to receive Because profits from print on demand publishing are on a per-sale basis, royalties vary depending on the route by which the title is sold (distributor, retailer, direct, Xlibris website, and author purchase) The section also lists the timing of payments Royalty information is also available on Mr [redacted] s MyXlibris account and the FAQ of the website In summary, Mr [redacted] agreed to the terms of the Author Agreement which state the royalty rates and payment schedule With his written approval the title was completed according to the steps given at the time of submission Any corrections after the book has been approved for release to print will incur additional fees Mr [redacted] has been contacted by a Marketing Consultant and a Book Consultants to introduce him to opportunities to promote, market and sell his titleThe decision to purchase is at Mr [redacted] s discretionIf Mr [redacted] desires to no longer be contacted by them, he may ask to be placed on a Do Not Call list We hope the information provided with this letter illustrates the steps we have taken to address Mr [redacted] s concerns Please let us know if additional steps need to be taken for an amicable close to this caseSincerely, [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr [redacted] ’s concerns regarding royalties for his book, [redacted] ***Mr [redacted] ’s book was published with AuthorHouse on December 16, and released with his approval into the distribution channelWe use print-on-demand technology to fulfill book orders, which eliminates the need for warehousing and the expense of inventory The term print-on-demand is literal; only when an order is placed (a demand made) is a book printed, packaged and shipped to the purchaserTo verify sales, a report is provided by each of our print partners and e-book distributors validating the number of books printed or e-books downloadedThese reports are collated, verified for royalty eligibility and royalties disbursed quarterlyAttached with this letter are the following sales and royalty reports: A Quarterly Royalty Report showing all royalty earning sales from December through December This royalty statement is available to Mr [redacted] at any time by logging into his author account on the AuthorHouse website.A report from CreateSpace showing Amazon sales of Mr [redacted] ’s book.A Sales & Royalty Payment Report with two sectionsSection 1: all reported sales of Mr [redacted] ’s book from the December through December 2016.Section 2: a listing of all royalty payments made to Mr [redacted] which includes detailed information about each checkAfter conducting a thorough review of the sales and royalties for Mr [redacted] ’s book we are able to confirm that all the information we have provided him corresponds to the information we received from our distribution partnersWe only pay royalties on the sales that are documented and reported to us from our distribution partnersMr [redacted] claims that our sales data and the Nielsen Bookscan data are inconsistentAs Nielsen is a separate company that we have not affiliation with, we do not have access to any information from them which means that we cannot verify how they obtain their information nor are they willing to provide or share where or how they acquire their information with usIf Mr [redacted] can provide more specific details about the sales he feels we did not report, such as specific names of the retailers with dates of purchase, or dated sales receipts, we would be happy to look into the matter further.In closing, we hope that this information clarifies our royalty processes for Mr [redacted] We can confirm that all sales that have been reported to us have been accounted for as shown in the attached reports and royalties paid to Mr [redacted] .Sincerely,Elaine H [redacted] Manager of Author Satisfaction