Author Solutions, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** My bank account indicates no deposit from a content distributorsI have not received any royalties since the initial paper checkI honestly think the company is stealing from meI want my money as stated I the agreement

Dear Revdex.com, Thank you for giving us the opportunity to clarify Ms***’s royalties and payments made or due to her Ms***’s titles, *** *** * *** *** *** ** *** *** *** *** ** *** *** ***, were published as Print-On-Demand titles with Trafford
Publishing and released into the distribution channel on August 22, and July 17, respectively Sales and Royalty Reporting Ms*** writes that sales and royalty data does not appear on her Trafford Publishing sales accountAs this information should be readily accessible to each author thru their website account, we were concerned that there may be some issue with the sales and royalty page on her accountEach author’s My Account site has several pages with each page dedicated to a different category of information We accessed her My Account and were able to view and print the sales and royalty report attachedTo find the sales & royalty information, one must first select the “Sales and Royalty” tab and then choose one of two sections, the “Your Sales Activity Report” section or the “Your Royalty Reports” section. The first section, “Your Sales Activity Report,” is strictly informational and contains a partial list of sales and royalties; however, the second section, “Your Royalty Reports” provides a historical record of sales and royalties reported by our distribution partners In her filing, Ms*** may be referring to the “View Your Pre-Sales Activity” link in the first section. This link shows no activity while the other link, “View Your Sales Activity (Jan, 1, to present)” does list partial sales. By clicking the “Your Royalty Report” section, she will be able to view the verified sales and royalty report for her titlesA copy of the report is attached for your referenceThe report shows sales and royalty data from the release of her titles in thru Q Royalty Payments Royalties are paid quarterly within two months of the close of the quarter and are subject to a threshold requirementMore details can be found in the Trafford website FAQ section In 2013, in accordance with the payment schedule and threshold requirement, check #*** for $($royalty less $federal withholding) for Q2, Qand Qof was issued on 2/14/ In August of 2013, Trafford Publishing received a garnishment notice from the State of Indiana (County of ***)Therefore, a hold was placed on Ms***’s account. Due to an administrative error, the hold on her account was never lifted once the garnishment was fulfilledThe hold is now removed and a request payment gas been submittedA check for the remaining earned-royalties less federal withholding tax is scheduled for payment by the end of the month and will be mailed to her address of record In closing, we thank Ms*** for bringing her royalty concern to our attentionHer account is no longer on holdFuture royalties will be paid in accordance with the posted payment scheduleIn addition, a check for the outstanding royalties will be mailed to her by the end of the month Sincerely, Elaine H*** Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I personally did not acquire much of the said royalties, Ms*** only gave me of the royaltiesShe took the rest for herselfI moved in September of to Indiana where I have beenI would like some of those royalties due to Ms. *** taking it all for herselfThank you.
Regards,
*** ***

Dear Revdex.com, Thank you for giving us the opportunity to address Mr***’s royalty concernsMr*** writes that he is waiting on the re-issue of royalty payments. When an author advises that they have not received a royalty payment, we conduct a review to validate the claimOur
records show that on March 30, 2017, Mr*** contacted us to advise that he had sent a cancellation letter to us and provided new contact informationHe also stated there are three royalty payments he has not received or, if did receive them, failed to cash the checks. He went on to explain that he had just enrolled in the EFT program and wanted the check amounts deposited to his bank accountHe was advised that in order to re-issue royalty payments, we must first validate the status of the paymentsRoyalty payments are made quarterly according to the following schedule: First Quarter: January to March (checks mailed in late May) Second Quarter: April to June (checks mailed in late August) Third Quarter: July to September (checks mailed in late November) Fourth Quarter: October to December (checks mailed in late February) Payments are made in a quarter where the earnings exceed twenty (20) US dollarsIf the threshold is not meet in a quarter the amount is carried forward to the next quarter and accumulates until the amount reaches the thresholdIf the cumulative earnings fail to reach the threshold in the fourth quarter the amount earned will be paid, clearing out the royalty for the yearWe reviewed his sales and royalty information found that the following checks for the fourth quarters of 2010, and were issued yet remain outstandingNone were presented for payment or returned to us as undeliverable: Q2010 Ck# *** for $(No withholding taken) Q2012 Ck# *** for $($less $federal withholding) Q2014 Ck# *** for $($less $federal withholding) In keeping with the timelines for quarterly payouts, an electronic funds transfer was made for Qon November 16, via transaction: ***, for $($less withholding of $7.35)The re-cut was requested for the checks listed above and should have been for a total of $As Mr*** has filed no W-form, his account was coded to withhold federal taxesAlthough taxes were withheld from all three quarters, taxes should have only been withheld from the quarterTo correct this situation, an EFT for $($withheld less $for 2010) will be issued with the 60-day royalty payment schedules at the end of the monthIn summary, we apologize to Mr*** for the delay in validating and re-issuing his royalties to himWe thank him for enrolling in the EFT program, which will ensure the timely receipt of royalties. To avoid federal tax withholding we suggest that he consider completing the W-tax form available to him through his AuthorCenter accountWe trust this information illustrates the steps taken to address Ms***’ royalty concernsSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to clarify the refund request made by Ms***
Ms*** purchased a Tablet Black & White Publishing (New Gold) package from Trafford Publishing on September 27, 2014, taking advantage of a promotional rate of $and opting to
use an installment payment plan which added a $non-refundable service charge, making her total $1630. In addition, she received a Publicity Plan-Pressroom Edition valued at $at no additional cost.
Ms*** made the first payment of $that day with the remaining two payments each set up for auto-charge on the same day of the following two (2) monthsOur records show that both the October and November scheduled payments were declined by the card enrolled for the said transactionAs per payment plan policy which was agreed to by Ms*** prior to the account setup, additional charges are incurred when payments are declined and a “hold” is placed on the account until payment arrangements are satisfied
Ms*** states that she requested cancellation by email in December 2014. A review of her account found no evidence to confirm or support her statement of requesting cancellation. Between September and July we did find numerous emails and phone calls regarding the completion of paperwork for both her publishing package and the reassignment of rights of her work to her husband, *** ***. Not until July 10, did we find any mention of cancellation. She indicated that now is not a good time to do the project and provided a new address. The refund request was prepared and forwarded for processing
Ms*** states that she requested cancellation by email in December of 2014. A review of her account found no evidence to confirm or support her statement of requesting cancellation of her projectBetween September and July we did find numerous emails and phone calls regarding the completion of paperwork for both her publishing package and the reassignment of rights of her work to her husband, *** ***. Not until July 10, did we find any mention of cancellation. She indicated then that it was not a good time to do the project and provided a new address. The refund request was prepared and submitted for review on July 14,
Per the terms of the Trafford Services Agreement, Section Termination & Refunds, Subsection Refunds, paragraph (a) (b) and (c), if termination occurs the following applies:
RefundsSubject to the exception in Section below, upon Termination of the Agreement, We will refund amounts paid by You for Publishing Packages or individual Services ("Refund") as follows:
(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 $(USD) 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
(c) if You terminate this Agreement more than six (6) months after the Effective Date, You will not be entitled to a Refund under 8.2(a) or 8.2(b)
The refund eligible period expired on March 27, 2015. The request for refund was received from Ms*** on July 10, nearly ten (10) months after the date of the purchase, September 27, The request was denied on July 20thA request for a refund exemption was prepared and submitted for executive review and approval the same day. No approval has been received; the refund denial stands
In summary, Ms*** requested a refund after the refund eligibility period had expired. She had ample opportunity to register her cancellation desire when speaking with our staff during the six (6) month period of refund eligibility. The refund is denied
Sincerely,
Elaine ***
Manager of Author Satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I still contest the following:
The Inspire Package was $3220, which also included pricing for additional photos
I was told (by Jade ***) prior to my book's publication that the SKU.001007139_TEXT.pdf file was of lesser quality than the actual book would beThus, the reason I signed off on the Digital Signature page
The Calisto MT was requested to be changed to the Andy font for the COVER and the CHAPTER TITLESNothing else
Greg *** informed me that the issue with the poor print (bold letters w/surrounding lighter letters) was corrected, so I said to go ahead and print my ordered copies, but when I received the copies, the poor print issue was not resolved
I told Greg that the 2nd company that re-published the book had put out a FINAL PRODUCT of excellent PRINT (for 1/the price and with colored photos) , and this company received the SAME MANUSCRIPT and PHOTOS as Balboa Press. Greg "dropped my call" when he expected me to buy and send my republished book to him for scrutiny, plus a copy of BP's
I did receive a refund for the ordered copies; however, I feel I should be compensated at least 1/of my package price, namely $That would satisfy me
Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

Dear Revdex.com, Thank you for the opportunity to explain the data entry of Mr***’s manuscript and his refund. Mr*** signed up to publish his book with Xlibris on December 26, He purchased a Black and White Executive package taking advantage of a promotional rate of $from the
regular $price. He opted to use an installment payment plan which added a $non-refundable surcharge, making his package total $Mr*** agreed to and made the first payment of $that day with the remaining two payments set up for auto-charge on the same day of the two following months. A Data Entry service for typewritten manuscripts is included in his Black and White Executive package. This service converts a typewritten manuscript into a word processing electronic file that can be used in the production and design of the work On January 5, 2015, for a cost of $535, Mr*** upgraded the data entry service to accommodate the conversion of his page handwritten manuscriptHis manuscript was endorsed for data entry the following day, January 6, 2015. On January 8, 2014, Mr*** contacted Xlibris to cancel his publishing package requesting a refund of his paymentsAfter speaking with his publishing consultant, Mr*** changed his mind and decided to continue with the publication of his workMr*** was also informed that Xlibris was then fulfilling his data entry service and it was projected to be completed sooner than the standard timeline. On January 14, 2015, Xlibris received another request from Mr*** to terminate servicesThe refund process was initiated with the creation of Ticket Number *** triggered by Mr***’s request. Grammatical ErrorsMr*** states in his filing that “my current author says typed manuscript is worthless because of so many grammatical errors.” On January 15, 2014, the Data Entry of the manuscript was completed and the electronic file emailed to Mr*** with instructions on how to proof it and address instances where his handwriting was either misread or unintelligible. A copy of that email and attachments from Manuscript Services Representative *** *** is attached for your reference. Please note that the package Mr*** purchased contains a Copyediting service where errors in spelling, grammar, punctuation and syntax are identified for revision. The Copyediting service is a separate service and is performed only after an electronic manuscript has been submitted. Because Mr***’s manuscript was handwritten an electronic file had to be created in order to fulfill the submission requirement Until the electronic file is submitted, none of the other services in his package could be performed. Mr*** had yet to authenticate the data entered electronic file that was created for his manuscript prior to the cancellation of his package Refund Eligibility As stated in Section of Mr***’s signed Self-Publishing services agreement form, copy attached, refunds of publishing packages are subject to these conditions: aPrior to submission of the manuscript: 100% [less a $(USD) setup fee] bAfter (a) above and prior to start of interior design work: 50% cAfter (b) but prior to final sign-off 25% The section also states that all other services apart from the publishing package are non-refundable The table below shows the breakdown of the package payments made and the applicable chargesAs Mr*** has yet to submit his electronic manuscript, according to the service agreement he is eligible for the following: Publishing Package Payment Made $ 2, Less Installment Surcharge $ Administrative Charge $ Refund amount$ 2, The refund has been returned to the card on which the purchase was made with the following transaction numbers:* $to Visa ending ***, transaction ID *** $to Visa ending ***, transaction ID *** Per the refund policy, the upgrade to the handwritten data entry service is ineligible for refund. In the interest of goodwill and in consideration of the work performed on the service, Xlibris has processed a refund of $or 50% of the payment for the upgraded data entry service via transaction ID *** In summary, Mr*** has been refunded for his publishing package in accordance with the terms for his service agreement to the credit card used to make the purchase. Although the additional service purchased has been performed, in the interest of goodwill, we have refunded 50% of its cost to the credit card used to make the purchase. We trust the information provided in this letter illustrates the steps we have taken to address Mr***’s concernsPlease let us know if additional steps need to be taken for an amicable close to this case. Sincerely, *** ***Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms***’s request for a refund of her publishing packageOn April 11, 2018, Ms*** purchased the Bookstore Premier Pro Publishing Package from iUniverse for $2,The Hardcover Publishing service was included free of
chargeShe paid the amount in full at the time of the orderShe submitted her acceptance of the Services and Distribution Agreement via DocuSign on April 13, (copy attached)A full description of the publishing package and its inclusions can be found on our website at the following link: https://www.iuniverse.com/Packages/BookstorePremierPro.aspxWhile the publishing package that Ms*** purchased includes an Editorial Evaluation, it does not include an edit of the entire manuscriptThe Editorial Evaluation is a detailed report on the observations of an evaluator about the strengths and weaknesses of a manuscriptIt is not an edit of the manuscriptA full description of the Editorial Evaluation can be found on our website at the following link: https://www.iuniverse.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-When the evaluation is complete, we provide to the author recommendations about which editorial service is appropriate for the manuscriptMs***’s manuscript passed a Content Evaluation and submitted for Editorial Evaluation on April 16, On April 23, 2018, we sent her an e-mail with the results of the evaluation and expressed that due to the nature of her manuscript, we did not have an appropriate editorial service to offer, meaning that her manuscript required more in depth editing that our services provideOn April 25, 2018, Ms*** called to speak with one of our representatives about the results of her Editorial EvaluationWe clarified the difference between the Editorial Evaluation and an actual edit and she expressed that she would like to speak with someone about a refundOn April 26, 2018, Ms*** spoke with one of our representatives who reiterated the terms of the Services and Distribution Agreement and a refund request was entered into our systemPer section of the agreement, once the manuscript is submitted, the available refund is 50% of the purchase price of the publishing packageAfter Ms***’s concerns were presented to her Publishing Consultant, her Publishing Consultant escalated the situation to her manager and Ms*** was put in contact with a Marketing Consultant who could better explain the editing services we offerOn May 2, 2018, Ms*** spoke with her Marketing Consultant and told him that she would submit a revised manuscript to see if it would then be approved for an editing serviceBecause Ms*** indicated that she would be sending a revised manuscript, the refund request in our system was marked as “saved” and not processedWe received her revised manuscript and on May 7, 2018, our editorial team determined that with the revisions she made, we could offer her our Content Editing serviceHer Marketing Consultant called and left her a voicemail quoting a price for the edit, as it was not included with her publishing packageLater the same day, Ms*** declined the editing service and requested a refundOn May 10, 2018, we received a written letter from her requesting cancellation of her projectOn May 16, 2018, we received notice from Ms***’s bank that she had filed a chargeback for the full amount of the publishing packageWhen a chargeback is filed, the bank immediately takes the funds from our accountThey offer us a chance to provide documentation for the charge and then they have up to business days to make their decision as to whether to return the funds to us or the customerIn this case, due to the fact that there was a delay in processing Ms***’s refund, we have elected to accept the chargeback as a gesture of goodwillAs we are no longer in possession of the $2,249.01, the funds in question will be returned to Ms*** by her bankRegarding the charge for $processed on May 11, 2018, this was for a subscription renewal for the Author Learning Center websiteWhen Ms*** purchased her publishing package she was given a 30-day free trial subscription to the Author Learning CenterThis subscription renews automatically unless cancelled prior to the free trial period expiringPer her request, the subscription has been cancelled and a refund in the amount of $was processed on May 14, Please refer to the attached invoice for detailed informationIn closing, we apologize for the delay in processing Ms***’s refund of her publishing packageAs a gesture of goodwill, we have accepted the chargeback from her bank and subsequently, the funds will come to her from themAs requested by Ms***, we cancelled her Author Learning Center subscription and a refund of $processed on May 14, We trust this information illustrates the steps taken to address Ms***’s concernsSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms***s concerns regarding phone calls from our companyMs***s father, *** ***, has two books published with XlibrisOn October 31, 2016, we received Change of Royalty forms from Mr*** requesting that 100% of the
royalties for his two (2) books be paid to Ms*** *** (copies attached)Because she is now listed as the main recipient of royalties for his two books, she began receiving sales calls from a Book Consultant who is able to offer discounted prices on book salesAfter reviewing our call reports, we can see that the Book Consultant made four phone calls to Ms***One call was made on each of the following dates: 11/11/2016, 11/14/2016, 11/22/and 12/6/Each call lasted approximately secondsOur report also shows that Ms*** called in three times on 11/23/2016, leaving a message on the third callWe apologize that the Book Consultant made another call after receiving Ms***s messageDuring the holiday season our consultants receive more calls and messages than and it’s possible that he may have missed this oneAs of this filing, Ms*** has been added to our Do Not Call List and will not receive any further phone calls from XlibrisIn closing, we apologize for any inconvenience that the calls from our representative have caused and have added Ms*** to our Do Not Call ListAs Ms*** is the primary recipient for royalties of her father’s books, she will receive royalty payments in accordance with the terms of Mr***s services agreement. In the event Ms*** changes addresses we request that she promptly notify us so that we may ensure that royalty payments by check may be sent to her most current address. If she would prefer royalties be direct deposited into her bank account, she may enroll in the Electronic Funds Transfer program for which a password protected on-line account thru our website is requiredOur customer support staff will be happy to walk her thru the necessary steps to san accountSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com,Thank you for giving us the opportunity to review Ms***’s account and respond to her request for refunds of her publishing package, marketing services and book order as well as the cancellation of her bookOn October 6, 2015, Ms*** purchased the Discovery FC Package from
AuthorHouse for $She signed the Self Publishing Services Agreement on November 19, (copy attached)The work was completed on her book and it was published with her approval on December 11, Once her book had become available for sale Ms*** was contacted by her Marketing Consultant to establish if she desired to pursue any marketing services to aid in the sale of her bookShe chose to purchase the Ingram Print and Online Catalog Marketing Package for the discounted price of $She also elected to pay in three auto-installments which added a non refundable Payment Plan Fee of $for a grand order total of $She signed the Installment Payment Plan Agreement on December 14, (copy attached)Publishing PackageThe Self- Publishing Services Agreement she signed in November of states that no refund will be given after final approval is received; therefore, we are unable to offer a refund of the publishing packageAttached are the final approval forms that Ms*** signed in December Marketing Service PurchaseWork on marketing services does not begin until we receive full payment for the servicesMs*** had agreed to a three-month payment plan for the service which she did not complete. She made two out of three payments, one for $at the time of the order and another one month later for $The third payment due of $declined on February 11, which added a $declined payment fee as stated in her Installment Payment Plan AgreementAs we never received the third payment, no work was completed on this service We apologize to her for the delay in providing the refund she requested for her marketing service. She is eligible for a refund of $(the amount of the two payments she made less the $Payment Plan Fee and the $declined payment fee). Book OrderShortly after Ms***’s book was released to print, she was contacted by her Book Consultant on December 15, The purpose of the Book Consultant’s call was to arrange the printing of the copies included in her package and to provide the special pricing given to authors when they purchase copies of their own booksDue to the nature of self publishing, it is common for authors to sell their own books directly as they receive them from us at a discounted priceThis way, the author may announce the release of their book with a special event or participate in other events where the consumer may meet the authorThe author is able to offer the book for sale, charging the full price and receiving an immediate profit from the sales madeAt the time of this call, Ms*** elected to purchase copies at a 40% discount for a total of $The three (3) free copies that were part of her publishing package were also printed and shipped with her order for a total of booksAdding the shipping charge of $39, the grand total or her purchase was $It should be noted that due to the nature of print-on-demand fulfillment, our policy is that no refunds are given on book orders once payment has been made.With each publishing package a single complimentary printer copy is provided once the book’s files have been successfully installed at the printer. A copy of her book was printed and sent to her so she might view the final printed productHer purchase of personal copies and package books were placed on hold pending her review of the complimentary copyAfter receiving the complimentary copy, Ms*** called and spoke to customer service on January 11, stating that she was unhappy with the quality of the paper used in the bookHer Book Consultant attempted several phone calls throughout the month of January but did not make contact until FebruaryAt this point, our customer service team had requested additional information from Ms*** including pictures of the print issues and the batch number from the back of the bookShe explained further to her Book Consultant what problems she had with the bookThe main issues seem to be that she wanted the book to have glossy paper and a spineAll of our color print on demand books are printed on 70lbmatte paperGlossy paper is not available for print on demand booksMs***’s book did not have a spine because her book is only pages, meaning it is too thin in softcover format to have a spineIt should also be noted that the final cover image Ms*** approved did not show a spineIn researching the other issue she described with the printed book, lines through the illustrations, we examined the photo that Ms*** provided our customer service team. In April it was concluded that the image was within acceptable variance levels of our printerOn May 3, 2016, Ms*** requested that her book order for books be released even though she was unhappy with her book because she was unable to get a refundAfter reviewing the order scenario, as a gesture of goodwill, we are willing to share the cost of her book orderMs*** will be given a partial refund of $for her book orderThis amount is half the cost of the books that she ordered and paid forThe remaining three copies were part of her publishing package and they were provided at no additional chargeThe shipping charge for the entire order is non-refundable.In closing, because Ms***’s marketing services were never paid in full, no work was completed and we have refunded the amount of $back to her credit card, transaction IDs ***and ***As of this writing the refund request we submitted for her book order as a gesture of goodwill has been approved and will be paid to Ms*** via check as the credit card she used for the original purchase has since expiredPlease allow two weeks for the check to be issued and mailed via USPS to the address she provided on her filingPer the Self-Publishing Services Agreement signed by Ms***, we are unable to offer her a refund for her publishing package as all work has been completed on her book and final approval was receivedLastly, we have changed the status of Ms***’s book in our system to show the cancellation and will begin the process of alerting our vendors that her book is no longer available for salePlease note that retailers may not take the book information off their sites immediately, and AuthorHouse has no control over the timelineAlso, any books currently in the channel will remain there until sold. Sincerely,Elaine H***Manager of Author Satisfaction

Dear Revdex.com,Thank you for giving us the opportunity to clarify the steps taken to accommodate Ms*** payment request and the offer made to her. Ms*** purchased the Develop publishing package from her LifeRich Publishing Sales Representative MrBrian *** on
May 7, 2015, for $and chose to use an installment payment plan option which added a non-refundable payment plan fee of $75, making her total expenditure $1074. She made the first payment of $that day with the remaining two (2) payments of $each scheduled for charging the same day in the following two (2) months. Her Self Publishing Services Agreement and Payment Plan Agreement were both electronically signed and returned on May 19, Copies of each are attached for your reference. On June 7th the second payment was successfully made using the authorized credit card. Manuscript Preparation Status CheCoordinator (CIC) Barbara *** contacted Ms*** on May 20, by phone and thru a Welcome email providing guidelines for the preparation and submission of her manuscript and materialsMs*** sent an acknowledgement of the manuscript’s receipt on May 22nd and, as part of the initial check-in, scheduled a content evaluation review Content evaluation reviews are performed to assist authors in avoiding legal and or other content related issues with their work such as libel, copyright infringement or plagiarismManuscripts must pass this initial phase before proceeding to the next phaseOn June 9th the content review was completed and the results shared with Ms*** She was advised of some issues that need her attention in order to proceed At the same time the CIC conducted a separate review to ensure that the materials received met the technical guidelines as presented in the Welcome email and that the Submission Information Form (SIF) was completedOn June 15th the CIC sent Ms*** the results listing the outstanding information needed and adjustments necessary to meet the submission guidelines Request to Delay PaymentOn July 1, Ms*** contacted Mr*** asking to delay for several weeks her final payment scheduled for July 7th due to financial issuesShe was transferred to LifeRich Payment Central where payment plans are administered When she indicated that she wanted the scheduled payment to be moved to August 7th, Payment Central pointed out that payments are automatic and referred her to the clause in the payment plan agreement she signed which addresses the delay or skipping of a paymentShe was advised to coordinate the change with her bank Please refer to Section of the attached Payment Plan Agreement which states:“4.…Recurring Monthly Payments are due and payable every month, starting on the due date set forth below for the first Recurring Monthly Payment, and continuing each month thereafter until the Total Amount Due is paid in fullYou may not skip or change payment dates.” Per section of the Payment Plan Agreement:“In the event that a charge is declined, delayed, incomplete, or missed for any reason other than Our exclusive fault, You will be assessed a non-refundable Service Fee in the amount of the greater of: (a) $30.00; or (b) the assessment imposed on Us as a result of the declined, delayed or incomplete charge.” Ms*** responded with a request for cancellation and refund of the payments made to date Cancellation and Refund Request As cancellation and refund paperwork must be initiated thru her Publishing Consultant, Mr*** was immediately informed of her refund request. With the approval of his supervisor and as a goodwill offering, Mr*** called her with an offer to forgive the $decline fee stipulated in the payment plan agreement and accept her final payment as she had proposed for several weeks. Ms*** informed Mr*** that she would consider his offer and as she was going on a trip, would follow up with him upon her returnHowever despite attempts to follwith her, Mr*** has yet to receive a decision from her and therefore her refund remains pending. CommunicationIn her filing, Ms*** states:“I sent an e-mail on July 9, 2015, to Mr*** thanking him for his help but got no relief and I had to cancel the contract. I did not hear from Liferich so I sent them a letter on July and August 22, 2015, requesting a refund and have not had any response at all.”Since timely responses to our authors are very important to us, we initiated an investigation surrounding the communications she lists We found that a letter from her addressed to LifeRich Publishing was received on July 15th. The letter is dated July 11th and states that she has no recourse but to cancel her agreement and request a refund In the same mailing was a copy of an email addressed to Mr*** also dated July 11, espousing the same scenarioHowever, we are unable to find that this email had been received by us electronicallyA search of our Media Data Center logs for July and August found only the correspondence described aboveMr*** followed up with a phone call to Ms*** on July 22, seeking her decision on his offer to accommodate her payment concerns and continue the publication of her book. As she was unavailable, he left a voicemail. To date, no return call or email has been received and the offer remains neither accepted nor declinedTherefore her refund is still pending Resolutions OptionsMs*** has the following options available to her to either move forward with the publication of her book or complete its cancellation and the eligible refund. Option 1.Should Ms*** desire to continue with her book project she may do so by accepting MrFox’s offer of July 1st and make her final payment of $by October 16th whereupon the July decline fee of $will be waived. With the continuation of her project, she will also be responsible for addressing the issues identified in the Content Evaluation and the issues requested by her Checoordinator Option 2.Should Ms*** desire to continue with the cancelation and refund of her project, her refund will be subject to Section Refunds of her signed Self-Publishing Services Agreement. Subsection indicates that refund eligibility expires six (6) months from the Effective Date of the agreement. Due to the Content Guidelines issues with her manuscript, the refund request will be governed by Subsection Refunds as a Result of Non-Compliance with Content Guidelines, which states: If after review of Your Manuscript, We Terminate this Agreement due to Your non-compliance with the Content Guidelines, We shall refund to You the full amount paid for Your Publishing Package pursuant to the Service Order(s) less two hundred USD ($200) (which will be assessed as Our charge to review the Manuscript for compliance with Our Content Guidelines). The eligible refund amount is $436. This amount reflects the two (2) payments totaling $less the following: the $Content Review fee, the $payment plan fee, and the $payment plan decline fee. In summary, when Ms*** requested the first of July to delay the final payment for her publishing package, she was reminded of the terms of her signed Payment Plan Agreement resulting in her request for cancellation and a refund A good will option was authorized and presented to her the same day which would waive the decline fee for missing her final payment and extend the date of last payment as she had requestedShe agreed to consider the offer and advise us of her decision upon returning from a trip. To date, she has yet to decline or accept this offer and her refund request remains pending. We await her decision on how to proceed Sincerely, Elaine ***Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address the copyright issues and refund of Mr***’s book projectOn June 29, 2015, Mr*** purchased the Premier publishing package for the discounted price of $and chose to use a three-installment payment plan, adding a non refundable $
payment plan fee to his total. On the following day, June 30th, he returned his signed Self-Publishing Services Agreement. Content Evaluation Phase He submitted his manuscript and materials on August 3, which his CheCoordinator immediately acknowledged. In addition she advised that the manuscript was being forwarded to the next phase, a review by the Content Evaluation team for potential libel, copyright and fair use infringements The manuscript failed the initial content evaluation on August 25, for five reasons. His Checoordinator emailed him the results which alerted him of the issues, as follows: Written permission was needed for the use of: the copyrighted songs included in the textthe map of Liberia; family photos; The quotes included exceeded the US copyright law “fair use” policy and should be adjusted accordingly;The bible citations were not properly identifiedMr*** sent two emails to his Checoordinator with information regarding attempts at receiving permission for the hymns. However, the emails he provided did not prove that the hymns were in the public domain or were published prior to 1900. At that time he was told that he could either remove the hymns (if he could not obtain permission) or reduce the amount included to lines or less. On January 20, 2016, Mr*** emailed his Checoordinator stating that he had not received anything in writing proving the hymns were in the public domain and asked if his book could be published as is. His Checoordinator reminded him of what he had been advised previously: either reduce the amount of the hymn or remove it all together if he could not obtain permissionThat was our last written correspondence from Mr***Refund Request Mr*** states that he requested a refund on February 7, However, we are unable to verify this statement. We ran a call report, copy attached, of the inbound and outbound calls to his phone number of record and found that there had also been no phone contact since January 20, As previously stated, email correspondence from him also ceased on January 20, With the absence of either emails, other written correspondence or phone calls since January 20th, the filing of this complaint is the first request for refund we have received from Mr***. Since no permissions or public domain verifications have been forthcoming and Mr*** has declined to make the necessary changes to the manuscript in order for it to pass the content evaluation and has filed this complaint asking for a refund, we acknowledge the cancellation of his project and request for refundRefund Eligibility Per the Terms and Conditions of his Self-Publishing Services Agreement, copy attached, refunds on manuscripts that fail content evaluation, Sections and 8.3, are subject to the following: RefundsSubject to the exception in Section below, upon Termination of the Agreement, We will refund amounts paid by You for Publishing Packages or individual Services ("Refund") as follows: (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 $(USD) 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 Termination for Non-Compliance with Content GuidelinesYou or We have the right to terminate this Agreement pursuant to Section if Your Work does not comply with Our Content GuidelinesIf, after Our Initial review of Your Manuscript, We terminate this Agreement due to non-compliance with the Content Guidelines, We will Refund to You the amounts paid for the Publishing Package and/or individual Services, less a fee of one hundred and fifty dollars ($150), which will be assessed as Our fee to review the Manuscript for compliance with Our Content Guidelines ("Content Evaluation Fee")If Your Work fails to comply with Content Guidelines at any time after We complete the initial review of Your Manuscript, Your Refund will be calculated in accordance with Section Therefore, Mr*** has been refunded the $paid for the publishing package less the $failed content fee and the $administrative fee, making his refund $As mentioned previously, the payment plan fee is nonrefundable, reference Item of the attached payment plan agreement. A refund of $was returned to the card he used to make the purchaseHe will find the refund in two transactions as follows: Transaction IDs: *** for $and *** for $199.67, totaling $In closing, Mr***’ manuscript did not pass the initial content evaluation and was advised of the options available to him for the manuscript to move to the next phase of publication. A review of his account found no record of a phone call, email or written request for cancellation or refund prior to his filing of this complaintPer his request and in accordance with the terms and conditions of his Self-Publishing Services Agreement, a refund was approved and returned to the credit card used to make the purchaseSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain Ms***’s royalty earnings and customer service experience with ArchwayMs *** states that she has never received a royalty payment for her book, *** *** ***Ms*** published her book with Archway Publishing as a
Print-On-Demand title, and it was released into the retail distribution channel with her approval on April 29, 2015, during QSchedule A, Section 1, Royalties of her Services Agreement (copy attached) explains when royalties are paid (subsection c) and the royalty rates for print and e-book version of a title (subsections a and b)Also, on our website in the FAQ tab more information regarding sales and royalties can be found in the Pricing and Royalty section. http://www.archwaypublishing.com/FAQ/Pricing.aspx#Calculate These documents explain that royalties are earned quarterly with payments made within sixty (60) days after a quarter ends. Payments are made by check unless the author chooses to receive them by electronic funds transferFor check payment the earnings for the quarter must exceed $dollarsIf the earnings fail to meet the threshold, they are rolled into the next quarter and accrue from quarter to quarter until the threshold is metIf the threshold is not met within a calendar year, the author will be paid with the Q“clean-out” quarter in February of the following yearIf desired, authors may enroll in an electronic funds transfer (EFT) option, bypass the threshold requirement and receive payment electronically to their bank account.All royalty payments are subject to applicable US Federal tax requirements unless a W-form is completed and placed on fileSales and Royalty Data, Payment and Statement Upon receipt of this filing we initiated an audit of her sales and royaltiesThe results are contained in the attached Sales and Royalty Information document. The document contains three (3) tabs: a Sales Informer Report containing raw sales data from our retail partners dating back to the publication of her book in April of 2015, a complete Payment History of all earned royalties issued to her and a the data from the Amazon printer, Createspace, referenced later in this letterThe Sales Informer Report contains the data reported to us by our distribution partners. It lists the invoice number, date an order was ingested into our payment system, book title, type of order, quantity ordered, net sale amount, royalty rate, royalty earned and book format soldThe Payment History tab contains data for the payment date, the payment number, amount earned, tax withholding, the net amount paid on the check, and the status of each paymentMssubmitted a W-tax form in April 2015; therefore no federal taxes were withheld. The sales made and royalties earned per the Sales Informer Report and the Payment History are in agreementIn October 2015, Ms*** submitted EFT information and became eligible to receive royalties via direct deposit to her bankSubsequently, the Qpayment included the accrued amount from Qand the earnings for Qand was deposited into her bank accountHer bank statement should reflect a deposit from CDI or Content Distributors Incaround December 1, for the amount of $Once the quarterly sales and royalty data is verified and payment issued, a royalty statement is posted to her online, password-protected author account and accessible to her at any time and may be downloadedA copy available upon requestThe statement is in agreement with the Sales informer report and the Payment HistoryQearnings are still being processed, and are scheduled to be issued at the end of FebruaryAny earnings will be deposited directly into her provided bank accountTherefore there are no outstanding royalties to be paidAmazon Sales Rankings and Used Books Ms*** has expressed that she does not believe her royalties have been reported accurately based on the activity seen on AmazonRegarding Amazon, every book that has sold at least one copy at Amazon is automatically assigned a sales rank by AmazonNo two books are assigned the same sales rank at the same timeThis means that the many titles which have all sold at least a single copy through Amazon are further ranked within a range by some arbitrary measure, like for example first-come first-serve, or alphabetical orderIn this atmosphere, a single additional sale for a book that has only sold one copy will change the ranking by about 500,The top 10,books at Amazon are re-ranked every hour, while the slower selling titles are re-ranked at a slower pace, as long as several daysA report was obtained from CreateSpace, Amazon’s printer, to confirm the number of copies of Ms***’s book printed by themThat report is included as tab of the attached Sales and Royalty DocumentThe report shows that there have been two (2) copies of Ms***’s book printed through Createspace, which matches the quantity of Amazon.com sales found on the Royalty Statement and Sales Informer ReportCustomer Service Ms*** stated in her complaint that she was unhappy with the customer service she received throughout the production process for her bookWe received Ms***’s initial materials for publication in December of 2014, and her book went live in April of 2015, a production period of approximately four (4) months and three (3) weeksUpon submission of the manuscript, a Content Evaluation is conducted to assess the work for libel, copyright infringement, or protection of privacy issuesThe Content Evaluation team sent Ms***’s manuscript back to her for revisions on January 5, January 14, and January of due to the fact that identities needed to be hidden within the manuscript for privacy protectionEach time, the author received an email with the evaluation results, containing examples of the issues and actions required to move forwardA copy of the evaluation results is attached with this letterContent Evaluation passed on February with the requirements that the author remove all images of people from the book, including the image of her son on the coverShe agreed to this, and the final manuscript was moved forward to the Editorial department on March The Editorial phase is quoted to take between two (2) and three (3) weeksIn the third week, Ms*** indicated to her Check-In-Coordinator that she would like to cancel her publishing project since it was taking too longHowever, the Editorial process was completed according to timelines, as were the content evaluationsHad the manuscript been resubmitted according to the content evaluation instructions after the first evaluation the project would have moved forward soonerMs***’s sales representative, MsNicole O***, was able to encourage Ms*** to continue publishing her book with ArchwayIn communication with her Check-In-Coordinator, Ms*** made it clear that she was expecting a hardcover version of her book to be published, which is not included in the Foundation publishing package that Ms*** selectedThe hardcover format was purchased by Ms*** as an aservice on March On April Ms***’s book was put into the design processMs*** was shown proofs of her cover and interior, representing how they would be printedAfter one (1) round of cover corrections these proofs were approved for printing by Ms*** submitting a Cover and Interior Sign Off Forms on April and April 27, copies attachedOn May Ms*** contacted Archway because she needed to make changes to the text on her dust jacket cover in order to update names and protect privaciesSince the hardcover format was added after the content evaluation had concluded, Archway completed this change and resubmission to the printer at no cost to Ms***, out of goodwill, services which typically total $The changes were completed and the book resubmitted to the printer on May On August Ms*** contacted Customer Service in response to an author satisfaction survey that she received, but was having difficulty submittingThe Assistant Production Manager, MsEmma G***, called Ms*** the next day, September Ms*** requested that Archway send her a cancellation form so that she could publish her book elsewhereMsG*** sent this to the author along with the files for her cover and interior with the Archway logos and copyright page removedAs another goodwill gesture, MsG*** refunded Ms***’s hardcover afor a refund of $This refund was originally paid to the credit card used to make the initial purchase, however the refund was rejected due to the account being closedInstead Archway issued Ms*** a paper check for $On October Ms*** contacted Archway Customer Support inquiring why her book had not been cancelledShe was informed that Archway never received her cancellation form that was previously sent to her by MsG***Ms*** promptly returned the cancellation form that day, and the cancellation process was initiatedMs***’s book is currently cancelled within our systemIn Summary Ms*** has been paid in full for all royalties earned through Qvia direct deposit into her banking accountAny royalties earned in Qare still being audited and will be paid at the end of FebruaryAlso, all of Ms***’s production services were completed on time; she was given a free resubmission to the printer along with corrections, and a refund of her hard-cover add-onAny questions or issues that were brought to Archway’s attention were responded to and resolved promptlySince all services in Ms***’s publishing package were completed they are no longer eligible for refundWe trust this information illustrates the steps taken to address Ms***’s concernsSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain what has transpired with Ms***’s projectOn May 6, 2015, Ms*** purchased the Foundation publishing package at the special price of $1899.05. She chose to pay for the package using a three installment payment plan, which added a
$non refundable payment plan fee, making her total $Ms*** returned the signed Services Agreement on May 12, 2015. A copy is attached for your referenceThe following day, May 13, 2015, her checoordinator (CIC), Maneli R***, emailed her an initial introduction email and packet of attachments, guidelines, examples and instructions for submission of her manuscript and materials. Submission of Materials and Data Entry Rather than send the material electronically, as is our preferred method of receiving materials, Ms*** chose to mail her materials. The first materials were received by us on September 1, 2015, nearly months after the start of the process. Because Ms*** submitted a hardcopy of her materials, data entry was needed to convert her materials into an electronic document as stipulated in the instructions provided in her CheCoordinator’s introductory packet. On September 3, she was given a quote by her CIC for us to perform the data entry should she decide to hire us to do soThree (3) weeks later on September 24, 2015, we received a check payment for the service and were then able to begin the data entry. Data entry was completed on October 8, 2015. Ms*** reviewed the transcribed manuscript and returned it with her authorization to proceed on October 15, 2015. Content Evaluation Ms***’s manuscript was then sent to the content evaluation team for review. Content evaluation is the process in which *** assesses the manuscript to ensure that it meets the standards for publishing. Manuscripts are reviewed for copyright, libel and content containing sex and/or drug paraphernalia. This review is done to identify any areas of the manuscript that could potentially put the author as risk for copyright infringement and/or libel issues On November 18, 2015, Ms***’s manuscript failed the content review because the cover image lacked permission for its use from the copyright holder and the manuscript contained copyrighted text that exceeded the fair use limit. Ms*** made the necessary changes and mailed a hardcopy manuscript which we received on December 7, 2015. Again, to bring the newly submitted manuscript into the required electronic format, data entry was neededA quote was given and the payment was received on December 31, allowing the data entry to begin with completion on January 5, 2016. The newest version of the manuscript was again reviewed by the content team and passed on January 27, 2016. Editorial Assessment As part of the publishing package, her manuscript received an editorial assessment. This service examined a portion of the manuscript (typically the first chapter or about 1,words) and provided a specific sample editThe assessment includes changes to make to improve the manuscript as well as a general overview of the manuscript with constructive comments for improvement. On February 23, 2016, Ms*** was emailed her completed Editorial Assessment and sample edit of her book. Her assigned marketing consultant, Zak H***, contacted her on February 29, He provided her the price quote for the level of editing recommended from the assessment. Ms*** stated that she wanted to speak with her publishing consultant before making a decision. Ms*** has yet to respond to MrH*** and her project cannot move forward until she lets him know her intent: either purchase editing from us or another resource or pass on editing. Ms*** writes that she “…was asked for an additional $300+ for the book.” As no specifics are given, a review of her file found two occasions where a quote of $300+ is mentionedOn June 2, 2015, she inquired about adding a hardcover option to her package. Her marketing consultant contacted her, providing her the price, $350. She declined the hardcover on July 13, 2015. A $quote was given for the Content Edit Plus service recommended by the Editorial Assessment mentioned aboveShe has yet to accept or decline the service Refund Ms*** expresses her surprise when she contacted MrC*** about a refund and was advised that she was no longer eligible as the refund “threshold” had expiredWe refer her to the publishing package Services Agreement she signed and the section regarding refunds. The full refund policy is stated in Schedule A, Section Refunds and reads as follows: Refunds 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% Her agreement was signed on May 12, 2015; six months from the contract date is November 12, Since the six months have passed, she is ineligible for refundHowever, if she would like to continue with the publication of her book, she need only respond to MrH***, letting him know if she intends to proceed with editing or not. If she chooses to use editing services there is no requirement to use our services; she may make arrangements with another editing resource, make editorial changes herself or proceed with the work as is. Also, if desired, she may ask to be assigned to a different checoordinator. Timeline Ms*** indicates that we have had her book for a long time. The amount of time needed to complete a publication is influenced by many factors. Although a publication timeline range of to days is listed in Section of the Services Agreement, the agreement also recognizes that external circumstances may occur beyond our control The circumstances recounted in this response illustrate the pre-publication events of Ms***’s project that have extended its timeline. For example: Nothing can be done on a project until it is received in house; the agreement was signed on May 12, 2015; the manuscript was received on September 1, Manuscripts are to be submitted in an acceptable electronic format; the conversion of non-conforming materials to the electronic format adds another step and additional time.Manuscripts and materials that fail to meet content review standards must be revised; resolving these issues will add to the timeline and may involve rewriting or the cooperation of third party resourcesThe Editorial Assessment provides the author with suggestions for improvement of the work; the decision to use editorial services is at the discretion of the author and if selected will take time to completeThe preparation phases are organized in a sequential order and are dependent upon the completion of one phase and authorization from the author to move to the next phase. We are currently awaiting her authority to proceed with editorial services or move forward without In conclusion, *** has allotted the necessary resources to prepare her work for publication. Per her signed Terms and Conditions, Ms*** is ineligible for refund at this point in the process. Should she desire to continue with the publication of her book, she may do so by following up with MrHelewa as to whether she would like to purchase editing or not. Also, if desired, she can be reassigned to a new checoordinator. Sincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com,
Thank you for your continued assistance in our efforts to address Mr***’s concerns
M*** alleges that some of his issues have not been addressed; however, he fails to specify which one(s) he is referring to so that we may respond accordingly
In response to his complaint and rebuttals, we have addressed the concerns introduced by Mr*** related to the publication of his book. A synopsis follows with more details in our initial and rebuttal responses:
All necessary approvals were secured and received from him in each step of the production and marketing of his bookEach approval authorized his work to move to the next step
A review of the conversation between Mr*** and his marketing consultant, confirms that they discussed the need for exposing consumers to his book and the number of readers and subscribers the Reader’s Digest magazine states they enjoy
Hypothetical scenarios regarding potential viewers of the ad in question were posed yet no promises were made of return on investment
The consultant did not guarantee sales as a result of participation in any marketing campaign and explained that book sales are a result of many factors and the actual purchase is at the discretion of the consumer
An explanation was provided of how sales are collected and reported along with the quarterly payment schedule for royalties.
A chart showing the Retail Royalty Program rates was provided
Per his request his account was been placed on do-not-contact status for marketing opportunities
In consideration of the suggestions made by the professional independent reviewers of the Trifecta Review service he purchased, we offered to assist him in the further development of his work with a free editorial review and assistance with additional editing services that may be recommended as a result
In his rebuttal response, he alleged that he was intoxicated when he formalized agreements and made decisions with Xlibris thus making them null and voidOur response was vague on this issue
To address his claim that he was intoxicated throughout the publication of his book, we again reviewed our interactions with him. We would like to reiterate that he purchased a publishing package on August 8, Twelve days after the purchase, Xlibris received a copy of the signed agreement from him on August 20, The services included in his package were fulfilled one by one, each with his approval and finally completed on October 8, Throughout the two month period of his work’s production phases and seven months after the completion of his work, Xlibris worked with Mr*** without any knowledge of his alleged intoxicationXlibris did not provide him alcohol to persuade him into purchasing our services or approving the work completed for his book
Moreover, the terms of our agreement allowed Mr*** a refund based on the services rendered by Xlibris and within a given period of timeAgain, we would like to reiterate that Mr*** was a willing participant in the fulfillment process and months elapsed from the allowed refund period before a refund request was received from him
Refund eligibility is stated in the Self-Publishing Services Agreement (copy attached), Section Refunds, as follows:
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%
Irrespective of (a-c) above, after six (6) months from the Effective Date no refund is due to You
In conclusion, Xlibris stands by its initial position that he is ineligible for refund based on fulfillment of the services according to the contract termsAs a good will gesture we are extending to him the same offer of performing an editorial evaluation at our expense and, if he chooses to use Xlibris for additional editorial services, applying a portion of the cost of the Reader’s Digest Marketing services to its cost
Sincerely,
Elaine ***
Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.However, please note that Joan ***, the woman I spoke to, told me 8-business days which is why I had frustrationIf she had been upfront, I would have never filed this complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Dear Revdex.com,Thank you for giving us the opportunity to further respond to Ms*** concernsIn the interest of clarity, her concerns are listed below in bold.There are statementsThe dates are not correct.Unfortunately, we are unsure of exactly which statements and/or dates Ms*** finds incorrect. If Ms*** would like to provide more specific information about which statements and dates she feels are incorrect, we would be happy to respond to those concerns accordinglyThe signature on page is definitely not mine.The signature to which Ms*** refers to is the one shown on her services agreement and was included in our original response. Services Agreements are sent out to every author via e-mail and must be signed and returned before any work can begin on their bookA copy of that email is attached for your referenceEach author has the option of utilizing an electronic signature or printing out the form and returning a physical form with their handwritten signature Included in the email is a link that routes the author to the Docusign website where they are able to review the agreement and electronically sign itThere is a default signature style as well as a “change style” option for other styles of signatures from which to choose, subsequently what appears on the form is not the author’s actual handwritten signature but the style the author has chosen for completing the document Please reference the August 25, e-mail below from Ms*** stating her intent to use the electronic signatureFrom: *** *** *** Sent: Monday, August 25, 4:PM To: Westbow Press Customer Service Subject: Signing Contracts Hi, I am still having computor problems that I am sure can be worked out. I have signed documents on line before so I know I can do it. Just give me a few days. *** ***
***Ms*** executed the electronic signature option over a year ago in early September of 2014. In closing, we were not provided with enough information on which specific dates and/or statements were incorrect, so we are unable to respond accordinglyRegarding the signature on Ms***’s author agreement form, as she chose to submit the agreement using the electronic signature option, the signature would appear in the style she chose and not in her personal handwriting Sincerely, Elaine H***Manager of Author Satisfaction

Dear Revdex.com, Thank you for bringing this matter to our attention and for theopportunity to present our side of this case. *** *** is requesting a refund due to the cancellation of hispublishing package. Mr*** purchased an Online Platform publishing package with WestBowPress on September 16, 2014. He alsopurchased the Kirkus Indie Review service and a Web Optimized Press Releaseservice. The total cost for the packageand these services came to $4,925. Mr.*** chose to split the payments into three monthly installments, incurring anadditional $processing fee. The firstpayment of $1,was made on September 16, and the second payment of $1,wasautomatically withdrawn on October 16. Attached is Mr***’s Installment Payment Agreement, signed onSeptember 17. Mr*** also signed the PublishingAgreement, including the refund policy. That policy states: RefundsIf AUTHORterminates this agreement for any reason other than a breach of contract byPUBLISHER, AUTHOR agrees to pay PUBLISHER any amounts due on servicespurchasedPUBLISHER will refund amounts paid by AUTHOR as follows:Prior to submissionof manuscript 100%less a $setup feeAfter submission,but prior to interior design 50%After interiordesign, but prior to final sign-off 25%After six monthsfrom contract date 0% All WestBow Press books are evaluated in a Content Evaluation to ensurethat they adhere to the HarperCollins Christian Publishing Editorial Standardsand that there are no copyright, privacy, or other concerns. This process is outlined on the WestBow Presswebsite, and a copy of the Editorial Standards is attached. Mr*** submitted his manuscript on October17. He was notified on October thathis manuscript contained some images that would require permission from thecopyright holder, as well as other material that did not align with theEditorial Standards Mr*** cites delays in the processing of his refund. He did initially request a refund when hereceived the Content Evaluation results on Wednesday, October 29. However, he was then presented the option ofmaking revisions to his manuscript to adhere to the Editorial Standards orpublishing with a different company affiliated with WestBow Press, withdifferent content standards. Emailsbetween Mr***, Publishing Consultant *** ***, and Check-InCoordinator *** *** indicate that Mr*** was considering these optionsas late as Sunday, November 2. Ms***was then out of the office due to a family emergency November 3-5. Upon her return on Thursday, November 6, sheattempted to call Mr*** to determine how to proceed, but reached hisvoicemail each time she called. Immediately upon receipt of this complaint on Wednesday, November 12,we submitted Mr***’s refunds in our system, totaling $2,275. This amount reflect’s Mr***’s payments of$2,500, less the $installment processing fee from the Installment PaymentAgreement and the $project setup fee from the Publishing Agreement. Therefund should reflect on Mr***’s credit card within 5-business days. The refund details are below. $to Visa ending ***, transaction ID*** $to Visa ending ***, transaction ID*** We trust this information illustrates the steps we have taken toaddress Mr***’s concerns. *** ***Global Director-author satisfaction