Author Solutions, LLC

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted]’s refund claim. We can find no mention of a promised refund in Mr. [redacted]’s account.  Mr. [redacted]’s filing doesn’t name the person who promised the refund.  The only “man” Mr. [redacted] spoke with in the timeframe he...

says (two months ago) is Michael G[redacted].  We have confirmed with Mr. G[redacted] that he did not speak with Mr. [redacted] about a refund.  If Mr. [redacted] could provide the name of the person, we can follow up with that person.  Also, Mr. [redacted]’s filing does not mention for which project the refund is meant.  And what were the “services not used?”  If Mr. [redacted] will provide us more specific information with regards to the refund, we will investigate further.  In closing, Mr. [redacted]’s claim of a promised refund cannot be substantiated.  There are no notes in his account from any staff member about a refund.  If Mr. [redacted] will elaborate on whom promised the refund and for which project and for what services the refund was intended, we will investigate more in depth.  Sincerely, Eugene H[redacted] Global Director-Author Satisfaction

Dear Revdex.com,   Thank you for the opportunity to review and proceed with Mr. [redacted]’s refund request.   Mr. [redacted] signed up to publish his book with Xlibris on July 29, 2016. He purchased a Full Color Basic publishing package taking advantage of a promotional rate of $560.00...

from the regular $749.00. In addition, he purchased the Hardback Availability service at a discounted rate of $225. He opted to use an auto-installment payment plan for both, adding a $30 non-refundable surcharge, for a total cost of $815. He made the first payment of $291.60 that day with the remaining two payments each set up for auto-charge on the same day of the two following months.    Mr. [redacted]’s last and final installment was scheduled for auto-charging on September 29, 2016. After confirming that we are unable to accommodate his request of a dust jacket version of his hardback format due to printer limitations, Mr. [redacted] decided to cancel the service on September 26, 2016. Per our refund policy, the review process may take up to 35 days to complete depending upon the complexity of the request. The installment scheduled on September 29, 2016 was automatically captured by the system from the card enrolled in the account.   We would like to apologize to Mr. [redacted] for any inconvenience the delay in the refund process has caused. Upon receipt of this complaint, a refund of $815 was processed back to Mr. [redacted]’s card on October 24, 2016. Please refer to the payment breakdown and transaction codes of the refund below.   $261.67 to Discover ending 2863, transaction ID [redacted]   $261.67 to Discover ending 2863, transaction ID [redacted]   $291.66 to Discover ending 2863, transaction ID [redacted]     We hope the information provided with this letter illustrates the steps we have taken to address Mr. [redacted]’s concerns.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Mr. [redacted]’s request for the return of his manuscript. Manuscripts are required to be submitted in a digital format. Those that are sent in as a hard copy are either scanned or data entered into a digital format in order to proceed with their preparation for publication. Hard copy materials are typically held for a few months before space considerations demand that they be eliminated. As stated in the Author Services Agreement (attached to our original response) that Mr. [redacted] signed in Section 5. Publishing Obligations; Subsections 5.2.1 and 5.2.2, we are not obligated to preserve the submission materials:  “5.2.1. Submission Mechanisms. You shall retain a copy before submitting the Manuscript by mail or other mechanism.  The Manuscript shall be submitted in an acceptable format (as listed on Our Site at the time of submission). ……..We are not responsible in any manner for the loss of or damage to the Manuscript while in transit or in Our possession. If the Manuscript is not submitted in an acceptable format and You request Us to properly format the text, We may do so, but this will constitute Additional Services, and You may incur additional charges as a result. ….” “5.2.2. Possession of Submitted Materials. We may retain in Our possession the Manuscript submitted by You. We are not obligated to return to You any submitted materials or production files at any time or for any reason, nor are We obliged to preserve such submitted materials.” To accommodate Mr. [redacted] further, we conducted a search for the hard copy materials he sent in without success.  However, we have sent him a CD of the scanned materials via UPS Overnight- tracking number [redacted]. Sincerely, Elaine [redacted] Manager of Author Satisfaction

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

Dear Revdex.com, Thank you for the opportunity to investigate and resolve Ms. [redacted]’s concerns and request for a refund. Ms. [redacted] purchased a Select publishing package from iUniverse on April 20, 2015.  She received a discount from the usual package price of $899, purchasing the package at...

a cost of $719.20.  She was sent a Publishing Services Agreement, which she was to sign and return electronically.  On April 21, she spoke with Publishing Consultant Rhonda [redacted], requesting a refund and cancellation due to elements of the Publishing Agreement and also negative online reviews of the company.  Ms. [redacted] and Ms. [redacted] agreed to speak again the following Friday, April 24. After the call on April 24, Ms. [redacted] assigned the refund to her supervisor, Kate [redacted].  While the refund was not processed immediately, it was well within the refund timeline outlined in the Publishing Services Agreement Ms. [redacted] received (attached for your reference).  From that Agreement: 10.4 Timing of Refund Issuance. We shall make commercially reasonable efforts to process any refund due to You within thirty-five (35) days of the date of the applicable termination, absent any extenuating circumstance or dispute regarding the applicability or amount of refund. We may refund to You via the payment mechanism that You paid Us with, or such other mechanism, in Our discretion. Upon receipt of this complaint, we expedited the refund.  Ms. [redacted]’s Select package price of $719.20 was refunded in full.  The refund was paid on May 14 and should reflect on Ms. [redacted]’s credit card within 3-5 business days.  The refund was paid to her Discover ending in [redacted], transaction ID [redacted].  We trust this information illustrates the steps we have taken to address Ms. [redacted]’s concerns.  Sincerely, Eugene H[redacted] Global Director-Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms. [redacted]’s request for a refund for her publishing package. On June 16, 2017, Ms. [redacted] purchased the Full Color Premium Publishing Package from Xlibris for $2,099. She also purchased the 100% Royalty Service for $1,279.20...

and received the Graphics Toolkit – Full Color service free of charge. She elected to pay in monthly installments which added a non-refundable payment plan fee of $30 for a grand total of $3,408.20. At the time of the order, she made an initial payment of $1,719.10. On June 17, 2017 she signed the Services and Distribution Agreement and the Installment Payment Plan Agreement (copies attached). We attempted to collect the next payment of $844.55 per the payment plan on July 16 and also on August 16, 2017, but the payments were declined. Per section 6 of the Installment Payment Plan agreement, each declined payment incurs a $30 declined payment fee. Ms. [redacted] submitted her manuscript to us via an InDesign file. Unfortunately, the version of InDesign that she had was not the same version that we use and so we encountered several issues using the file she sent. This included issues with fonts and formatting. In addition to these issues, the file she provided had a trim size of 8x10 inches which is not a trim size that we provide. In order to make the file usable for us to print from, we needed to change the trim size to 8.5x11 inches. Because we could not use the file she sent, we attempted to recreate it as closely as we could which caused the conversion errors Ms. [redacted] mentions in her filing. Per section 4 of the Services and Distribution Agreement, because Ms. [redacted]’s book was in the design phase but she had not yet provided final approval; with its cancellation she would be eligible for a refund of 25% of the purchase price of the publishing package. After reviewing the conversion errors that occurred with Ms. [redacted]’s files, we agreed that the circumstances warrant a full refund of what she has paid (less the $30 payment plan fee). In addition the (2) two $30 decline fees have been waived. On August 25, 2017, we spoke with her by phone and confirmed by email that she would be refunded $1,689.10 and to please allow 2-3 business days processing time for the refund to be paid. She replied acknowledging receipt of our e-mail the same day. On the next business day, August 28, 2017, the refund of $1,689.10, the full amount paid less the $30 payment plan fee, was returned to her credit card, transaction ID [redacted]. Also on August 28, 2017 we received notification of this complaint filing. In closing, we apologize for the frustration Ms. [redacted] encountered due to the circumstances surrounding the design of her book. It was always our intent to provide her with the book she desired; we regret that we were unable to do so. Per the Services and Distribution Agreement, she is due a refund of 25% of the package price; however, after evaluating the work completed on her book, we have executed a full refund less the payment plan fee. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to update Mr. [redacted] regarding his refund. On June 9, 2016, Mr. [redacted]’ refund of $449.50 was returned to the Visa credit card ending in [redacted] that was used to make the purchase.  Our finance team verified that this transaction has not been returned to us and therefore was accepted by the credit card company/bank. As the funds have not been returned his request for advancing a duplication of the monies thru Direct Deposit to his bank is declined. We suggest that he inquire of his Visa card company again regarding the transaction number we provided in our original response. 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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] Trafford has not disclosed facts regarding the complaint. The company has provided a pretextual response to the Revdex.com. It has also submitted PDF formatting to the Revdex.com which is not of the actual formatted manuscript submitted to them. The file it has sent has removed all original formatting from my manuscript. And, Trafford also has not explained the fact that they urged me with, "please" resubmit the manuscript; although a long amount of time was taken to complete it. They are giving the appearance that I am in someway harassing them. What it looks like is that Trafford wanted that I resubmit my work that its copyrighted material might be stolen unto themselves.Their design team has repeatedly sent emails toying with me, pretending that they cannot print to book to any page size they have available. originally the formatted manuscript I submitted was 1102 pages on a 6.5 X 10.75 page size. Trafford's design team is said to have attempted to fit it to a 6 X 9 size for hardcover instead. When this failed I asked the book be completed in 8.5 X 11 in an paperback version. The design team wrote an email informing the file still would not fit. They cannot explain why they could print the original 1167 page manuscript on 7 X 10, but cannot print 1102 pages on a 8.5 X 11.     As for being told of them to seek refund from the BC Trafford, that location as they know does not exist.

Dear Revdex.com,Thank you for the opportunity to explain the printed marketing materials for Ms. [redacted] project.On July 6, 2015, Ms. [redacted] electronic proofs for her printed marketing materials for her book “[redacted],” including posters, bookmarks, and business cards, were emailed to her by...

her Marketing Services Representative, Jose [redacted].  Mr. [redacted] followed up with a voicemail on July 7, 2015, and again on July 14, 2015.  Ms. [redacted] was escalated to Dana [redacted], Operation Manager, on July 24, 2015, when Ms. [redacted] stated that she didn’t want to work with different representatives from different departments.  She also refused to wait the normal timeline for the printing of the bookstubs and wanted Palibrio to go out of normal timeline when printing and shipping.  Ms. [redacted] agreed to have the printing and shipping of the bookstubs expedited, shipping out that very day.Ms. [redacted] approved the proofs of the marketing materials and those files were sent to the printers.  On August 7, 2015, Mr. [redacted]’s supervisor, James [redacted] agreed to expedite the shipping of those materials once they finished printing.  The bookmarks and business cards were sent UPS Next Day Air and were delivered to Ms. [redacted] on August 12, 2015.  The posters were shipped on August 6th, tracking number [redacted]. The UPS tracking detail indicates that due to confusion with the address on the shipping document, delivery was delayed and resulted in the return of the shipment to the sender (printer).  The printer accepted the return on August 20, 2015; however the printer failed to notify us that the order had been returned to them.On August 31, 2015, Ms. [redacted] spoke with Mr. [redacted] and let him know that she had not received the posters.  She also indicated that there was a color issue with the printed marketing materials that she had received previously on August 12th.  Mr. [redacted] asked Ms. [redacted] to send pictures of the materials with color issues so that he could work with the printer to fix them.On September 11, 2015, Ms. [redacted] called and spoke with Mr. [redacted], again stating that the color of the materials was not what she approved.  Mr. [redacted] again asked her to send pictures of them.  She refused, stating that she was too busy to do so.  She also wanted to know the status of the posters.  Mr. [redacted] said they were waiting to hear back from the printer.  Mr. [redacted] also spoke with Ms. [redacted] the same day.  He asked Ms. [redacted] to send pictures of the color issue; this time she agreed.  Mr. [redacted] also advised that we had been seeking a status report from our printer since her inquiry of August 31st regarding her posters. However, due to their lack of response, he had requested an expedited re-order of her posters with UPS Next Day shipping.On September 14, 2015, the posters were shipped, tracking number [redacted] . They were delivered and signed for by Ms. [redacted] on September 15, 2015. She confirmed receipt the following day.  Also on September 16, 2015, Mr. [redacted] sent Ms. [redacted] an email acknowledging receipt of a copy of the visual scanned proof.  With this information, we were able to review her concerns and move forward with a resolution to the color issue.   In closing, because color is a visual medium in order to resolve the color issue with Ms. [redacted] printed materials, a visual assessment of the materials she indicated were unacceptable was needed.   Although she initially refused to provide a visual example of her concern, she later agreed making it possible for us to move forward with steps to resolve her concern. A second set of posters were printed, shipped and received.  We trust this information illustrates the steps we have taken to address Ms. [redacted] concerns.Sincerely, Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted]’s concerns regarding the refund of his publishing package. On January 4, 2016, Mr. [redacted] purchased the Premier Pro Publishing Package from iUniverse for $1074.50. He elected to pay in installments adding a non refundable...

payment plan fee of $30.00. On January 11, 2016 we received two items from Mr. [redacted]—a three page letter with questions and text designated as the Preface to Index and Index to Book; and a DVD. The DVD was said to contain all of the materials for his book; however, the only files that appeared on the DVD were the preface and a JPEG file that we were unable to open. We are unsure if the JPEG file is the manuscript or if it’s just an image to be included because that file is corrupted and cannot be opened. Mr. [redacted] was notified about this on February 5, 2016 when his Check –In Coordinator called him to let him know. Over the following week, the Check-In Coordinator spoke to Mr. [redacted] several times after having the DVD rechecked with the same result. Per Mr. [redacted]’s request, his DVD was sent back to him on February 18, 2016. We did not alter or delete anything from the DVD. In lieu of sending in a new file of his manuscript, Mr. [redacted] chose to cancel his publishing package. He made an initial payment of $388.16 on January 4, 2016 leaving an open balance on his account of $716.34. His second payment, attempted on February 4, 2016, declined. Per Section 6 of the Installment Payment Plan Agreement (copy attached) that Mr. [redacted] signed on January 5, 2016, there will be a non refundable decline fee of $30.00. There will also be a non refundable setup fee of $150.00 per Section 8.2 of the Self-Publishing Services Agreement (copy attached) that Mr. [redacted] signed on November 16, 2015. After the fees were deducted, Mr. [redacted] was due a refund of $894.50. $716.34 was applied to the open balance on his account, and $178.16 was refunded to the original credit card used for the initial payment via transaction ID [redacted], on Marcy 7, 2016. In closing, in accordance with the cancellation and refund policy in the Self-Publishing Services agreement and the Payment Plan Agreement, a refund has been issued to the credit card used for his initial payment.  Should Mr. [redacted] decide he would like to continue with his book project, he is welcome to do so, but he would need to submit a new manuscript file that is usable and reinstate his publishing package. Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com,   Thank you for the opportunity to explain the requirements for cancellation of an Xlibris title.   [redacted] published two (2) books entitled “[redacted]” and “[redacted]” with Xlibris on April 9, 2001 and June 19, 2001,...

respectively.   In his filing he states that he has requested the cancellation of his book entitled “[redacted],” with no success.  Termination, removal from distribution, and other cancellation related requests of Xlibris titles require a signed letter of intent from the contract owner. As explained on our website, the Xlibris publishing agreement is open ended and non-exclusive which means that there is no set term for the contract, and that it can be canceled at any time at the author’s discretion provided that the required document is submitted.   A review of his account confirms that while he had expressed his cancellation request by phone and email in 2011, he was notified at that time in writing by Post Production staff that a signed letter of intent to cancel his book is required in order to proceed. He was provided a physical address and a fax number for sending it along plus a phone number and an email address for any questions.  As of this writing, that requirement has not been met; no signed letter of intent has been received from him requesting the cancellation of his title. Our investigation also found that the cancellation requirements were sent to him on two separate occasions in 2014 and again in 2015. In each communication, our physical address, a fax, and phone number were provided.    As an accommodation and goodwill offering, Xlibris has agreed to make an exemption of the cancellation requirement and has processed his request absent a signed cancellation letter.   The book entitled “[redacted]” with ISBN [redacted] has been cancelled across all our print vendors. Also, the book has been disabled in the Xlibris database and is longer available through the Xlibris online store.   When a title is listed as cancelled, our printer network is prohibited from producing any more copies of the book for distribution. However, we would like to inform him that due to our relationship with various printers and book distributors, physical copies of his book may or may not currently exist within the book vending channels. It is possible that his book will still be listed as active with other online retailers until those copies have sold out. Also, as part of Amazon and Barnes & Noble’s sales programs, titles that are considered “out of print” are listed on their sites to allow customers the ability to track hard-to-find books.   In his filing he also states that he desires no further contact from Xlibris.  Because he has two (2) titles with Xlibris and has cancelled one, the other title remains active and orderable.  To ensure that, as he requested, he will not be contacted by our staff, we have assigned a do-not–contact status to his account.   In summary, as a goodwill offering we have accommodated his request for cancellation of “[redacted]” absent the requisite document and it has been removed from print.  At his request, a do-not-contact status has been given to his account. His other title remains active.   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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Their response at first mentions the date May 27 that I called to start my 3 year contract, the date was actually Feb 28, the start of the 3 month free period. The response at the end states that I was charged $9.99 for the month, no refund, yet my subscription this month was cancelled. "Terms of the subscription" was not signed by me. Now, I have been charged for something I am not allowed not use.  I did receive email 11:02AM, June 6:  "Your subscription for monthly is expired". A strange credit to my credit card was received 6 June in the amount of $9.99 categorized as "other loss".The c/c company has no identifying information to connect it or not to my dispute. If it is the refund, fine, but the Offices in the ALC are not communicating.There was no email from ALC on the possible refund. I have had no other disputes with Xlibris over the past 2 years of service. This lack of cooperation is disturbing and stressful.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] MY attachment fully outlines the reason for my rejection of this company's resolution. I want a full refund because so far the company has failed to furnish or provide me with a response regarding how their marketing representative presented the Pres Release sales pitch. I have made this request over three times. In addition as is explained in my attachment certain radio stations as well as current newspaper media in my hometown of Montreal was omitted.  The irony is that Montreal is a French speaking province that was overlooked, yet their alleged Vocus sent press releases to a shopping centre, defunct media outlets, Urdu. Polish. Greek outlets.I  am demanding a full refund plus damages for their ongoing deceptive practices. Incidentally all the representatives for XLibris are stationed in the Philippines, so that the respondent to this letter should first familiarize himself with what is beinbg said by the foreigner.

Dear Revdex.com, Thank you for giving us the opportunity to explain the royalties for Mr. [redacted] publishing projects. Mr. [redacted] decision to enter into an agreement with iUniverse to provide publishing services for his manuscript is subject to the terms and conditions of the publishing...

services agreement. Under Section 8 of the Agreement the following is stated: PUBLISHER will make four royalty payments per year, if earned, to the AUTHOR within sixty (60) days of the end of each calendar quarter and shall post related royalty statements on PUBLISHER’S Web site. If the royalty payment due in a single calendar quarter is less than twenty-five U.S. Dollars ($25) the balance will be applied to the next calendar quarter until the royalty payment due equals or exceeds twenty-five U.S. Dollars ($25), at which time the PUBLISHER shall make the appropriate royalty payment to the AUTHOR. On 9/28/2014 Mr. [redacted] contacted the iUniverse Royalty Helpdesk to notify us that he did not receive the check for royalties earned in 2013 ($10.28), which had been mailed to him in February of 2014. The representative offered to have the 2013 check voided and repaid, which was addressed by our Finance department within 2 days of the issue being logged. Since the $10.28 amount is under the $25.00 threshold as detailed in the Author Agreement referenced above, per our policy it was therefore allocated as an open balance to be repaid with the 4th Quarter checks in February 2015. Since we have been notified of Mr. [redacted] inquiries we will be sending a replacement check to him within the next two weeks. Mr. [redacted] contacted our Royalty Helpdesk again on 11/26/2014 and requested that he receive 4 quarterly royalty checks per year, regardless of the amount of royalties earned in a specific quarter. The Helpdesk representative explained iUniverse’s $25.00 royalty threshold policy as outlined in the above Author Agreement. Regarding the specific sales reports requested by Mr. [redacted], the data reported from all retailers does match the royalty statement provided to the author. This data also matches the payment amounts issued to Mr. [redacted]. This letter includes royalty statements from quarters in 2013 and 2014 in which there were royalties earned, along with a detailed informer report showing 2013 and 2014 sales for Mr. [redacted] 2 books which corroborates the statements. In summary, Mr. [redacted] is being paid royalties according to structure outlined in the Author Agreement that was in effect when he purchased his publishing packages. His royalty payments accurately reflect the sales data reported to us by retailers. If Mr. [redacted] can provide receipts or order information for any sales he suspects are missing from our reports we will be happy to research those further. 
[redacted] Global Director-author satisfaction

Dear Revdex.com,Thank you for the opportunity to address Ms. [redacted]’s concerns regarding the publication of her books, the Hollywood Treatment service she purchased and the payment of royalties.Ms. [redacted] has published three (3) books with Westbow Press: [redacted] released on 11/19/14;...

[redacted] released on 12/23/14; and [redacted] released on 6/29/15.Hollywood TreatmentMs. [redacted] purchased the Hollywood Treatment service for her book, [redacted]. With this service a thoroughly developed guide outlining how a screenwriter would adapt the book into a screenplay is created.  The treatment is the first step in drafting a screenplay, providing structure and verifying that the author and screenwriter are on the same page regarding the story’s direction. Treatments are from five to ten pages in length, prepared by a professional screenwriter and shared with the author. The treatment is then sent for consideration for TV or movie adaptation by Hollywood management and production company, Thruline Entertainment.Thruline Entertainment will review the treatment and if interested, they will contact the author directly and explain their plan of action to gauge interest.  If Thruline chooses not to engage with the concept, the treatment is entered into the Hollywood Database where movie and television writers, agents, directors and producers have access to the information. The Hollywood Database consists of 123 individuals and companies.   A more detailed description of the service can be found on the Westbow Press website at:  http://www.westbowpress.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-3523.  Ms. [redacted] returned the Hollywood Treatment questionnaire on February 3, 2015 and it was sent to a screenwriter to compose the treatment.  On March 25, 2015, Denise J[redacted], Ms. [redacted]’s marketing services representative, emailed the treatment to her.  A copy of the treatment is attached.  As evidenced, the treatment is seven (7) pages, not one (1) page as Ms. [redacted] wrote in her filing. We are perplexed by Ms. [redacted]’s unhappiness with the treatment because the day after receiving the treatment, March 26, 2015, she responded to Ms. [redacted] email stating:From: Westbow Press Marketing Services Sent: Thursday, March 26, 2015 8:18 AM To: Denise [redacted]
Subject: FW: WestBow Project ID 649742 - Hollywood Treatment Post Fulfillment Report From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Thursday, March 26, 2015 3:10 AM To: Westbow Press Marketing Services Subject: Re: WestBow Project ID [redacted] - Hollywood Treatment Post Fulfillment Report Greetings,  I LOVE "The Hollywood Treatment!". This is above and beyond what I expected.  I am very impressed with the pitch, as well as the story! I am very happy and pleased with excitement. The  Hollywood Treatment confirms the fact: Westbowpress is incomparable, everyone is nothing less than excellent,  professional and exceptional, from start to finish, I am very proud to say that "Westbowpress is Superior to all the rest!" Expect nothing but the Best when you publish with Westbowpress." Thank-God for all of the AWESOME, CARING and COMPASSIONATE  PEOPLE : Elsa [redacted], you are so inspirational,  you believe in the writer's work, assuring one to have "Faith & Confidence" in our work, you are a GIFT from "God". [redacted]: You are so PROFESIONAL, ensuring one that self-publishing with Westbowpress is the best choice for author's and you will provide the proof, from start to finish!  And the Man behind the prestigious title: A division of Thomas Nelson ", Thank-you for making the "little guy feel like a giant!" You truly are a man with a compassionate heart for all to succeed!  Thank-you for representing me!  Thanks to Adam for all of your hardwork and dedication. Thanks you Denise Jeffries for your honesty and insurance in regard to my project!! I know that my three book's are in THE BEST OF HANDS! I THANK GOD for ALL OF YOU!!                                       Your Friend in GOD,                                       [redacted]  It is important to remember that Hollywood moves very slowly and immediate results are rare with this marketing service.  Interest in a work is solely at the discretion of the producers, agents, executives, and other production decision makers. Royalty Schedule Sales data is collected from each print partner, collated by ISBN and validated for royalty earnings resulting in a quarterly royalty payment.  Statements showing the sales and royalty data for each author’s account are posted quarterly after the reconciliation process is complete.  Partial sales data may still appear on the author’s online account at any time within the quarter; however, the final and official sales data is calculated at the end of each quarter. The royalty payment schedule is as follows:    1st quarter—January thru March--royalties paid late May/early June2nd quarter—April thru June--royalties paid late August/early September3rd quarter—July thru September--royalties paid late November/early December4th quarter—October thru December--royalties paid late February/early MarchRoyalties are paid quarterly following a $75 threshold requirement. Royalty for the first, second and third quarters must exceed $75 to be qualified for its quarter’s payout. Royalty earnings that fall below the threshold are forwarded to the next quarter until the amount qualifies for payout. If the accumulated royalty earnings fail to reach the threshold throughout the three quarters, royalty is paid out on the fourth quarter regardless of the amount. Royalties are not paid on copies provided free of charge or sold to the author.  Royalties are subject to federal withholding tax.  Unless a completed W-9 form is on file, we are required by the IRS to withhold 28% federal tax. Please reference the attached signed Westbow Press Publishing Agreement, Schedule A, Section 1. Royalties, Paragraphs (a) thru (d).  This information is also provided on the Pricing and Royalty FAQ section on the Westbow Press.  The W-9 form may be accessed and completed thru the “Update Tax Information” option on the MyAccount page of her her AuthorCenter on the Westbow Press website.Royalty EarningsMs. [redacted] may view both preliminary and final sales data along with finalized quarterly statements on her password protected MyAccount on the Westbow Press website.  Her first two (2) books were made available for purchase in the fourth quarter of 2014. Per the royalty threshold and payment schedule, any sales made during that quarter would be eligible for payout at the end of February. A check for $15.78 was issued to her in late February for fourth quarter royalties, representing royalty earnings of $21.91 less $6.13 federal tax.  In the first quarter of 2015, Ms. [redacted] purchased copies of both of her books in quantity through her book consultant.  These purchases are ineligible for royalty.   The combined royalty on all other sales of her books for the quarter are less than the $75 threshold.  Therefore, per the royalty schedule, her royalties will continue to accumulate until the quarter they reach $75 or the fourth quarter of 2015.  Her third book was made available for sale in late second quarter of 2015. Although the second quarter ended on June 30, 2015, per the payment schedule, the finalization of sales and royalty data for the quarter will be posted the end of August for all three (3) of her titles.If Ms. [redacted] would like to be paid quarterly regardless of amount, she may do so by enrolling in direct deposit by logging onto her AuthorCenter on the Westbow website and entering the required information on the “Update Electronic Payment Information” option on the MyAccount page. Hidden feesMs. [redacted] writes that there were hidden fees but failed to elaborate.  We assume she is referring to production related fees.  Prior to any material being submitted, Ms. [redacted] was made aware of those production fees that might be incurred should she need us to perform services that are not included in her publishing packages.  On June 23, 2014, Ms. [redacted] was sent an email by her check-in coordinator, Jenn [redacted] that included an attachment titled “Manuscript Prep Guide,” copy attached. This email was sent for all three of Ms. [redacted]’s projects.  The Manuscript Prep Guide lists all production fees that could be incurred during the production phases on the last page.  In addition, the page lists miscellaneous fees which refer to the book after it has completed production and has been endorsed to print. Errors in live booksIn order for books to be made available for purchase, the author must sign three (3) documents: the Westbow Press cover approval form, interior approval form, and pricing approval form.  Ms. [redacted] did this for all three of her books.  Her interior and cover approval forms are attached.  Her approvals are the final okay that the books are just as she wants them.  As evidenced on the form, under “Author Approval & Consent” it states “By signing this form, I confirm that my interior is approved and ready for publication, printing, and distribution.  I acknowledge that any subsequent changes, modifications, alterations, or corrections to this interior file will incur additional correction fees, in addition to resubmission fees.”Ms. [redacted] states “There is grammar mistakes in two of my books that are not my mistakes.”  There are no notes to indicate that Ms. [redacted] has broached this topic with any staff member to date nor were specifics included in her filing. If she would elaborate on which books she found the grammatical errors, the page numbers and line on the page, we will be happy to review.Because Ms. [redacted] approved the galleys, she will incur fees to make any changes.Cover imageMs. [redacted] writes that the cover image for her book “[redacted]” is on the cover of another Westbow Press author’s book.  This is the case because in order to create the cover, the cover designers use stock images from a website called Thinkstock.  On the Cover Idea Aid Ms. [redacted] received in the June 23, 2014 email from Ms. [redacted], it states “Our cover designers are Graphic Artists that work with stock photography. They utilize a photography website called Thinkstock.  If you wish, you may visit the site and choose up to two images yourself without charge (more than two incurs a fee).” Ms. [redacted] was aware that the cover designers used stock images before production began and from that stock image site chose the image that is on the front cover.  By definition a stock photography image is a professional photograph of common places, landmarks, nature, events or people that are bought and sold on a royalty-free basis and can be used and reused for commercial design purposes.Westbow Press employees many cover designers so the likelihood of the cover designer creating Ms. [redacted]’s cover knowing that the cover image she chose is the same cover image that another Westbow Press author chose is slim.  Back coverMs. [redacted] states she is unhappy with the back cover text of her book “[redacted],” saying it is hard to read.  The back cover text color was chosen by Ms. [redacted].  On her cover modification form received on June 2, 2015, Ms. [redacted] wrote “KEEP THE ORIGINAL COVER OF THE HOLY BIBLE AND DOVE, PLEASE CHANGE COLOR AND ALL TEXT INCLUDING TITLE WITH BRIGHT, DARK PURPLE, NOT RED.”  Therefore, the cover designer made both the front and back cover text a purple color.  Ms. [redacted] then approved the cover for printing on June 29, 2015.  In closing, the Hollywood Treatment was fulfilled as the service description states.  After receiving the treatment, Ms. [redacted] expressed her happiness with it. The Hollywood Treatment is not a service that produces immediate results.Royalties are calculated quarterly and paid per a prescribed schedule, threshold and timeline. Ms. [redacted] has been paid royalties in accordance with the schedule and threshold requirements. Thru her AuthorCenter on the Westbow website, she may complete a W-9 form to eliminate the withholding of federal tax from her payments and also enroll in the direct deposit option to override the threshold requirement for payment.Ms. [redacted] was made aware of the production fees prior to any material being submitted.  We will be happy to review the grammatical errors she references in her filing; however without specifics on which book, page number and what the errors are we are unable to do so. Ms. [redacted] selected and approved the bright purple cover text color on her third book. Because she approved the galleys, revisions are subject to fees. Ms. [redacted] was aware that she was choosing a stock image for her cover. Stock images by definition are royalty-free and used and reused commercially.All three publishing packages have been fulfilled and released with her approval making them ineligible refund.  The Hollywood Treatment service was completed as described making it ineligible for refund. We trust this information illustrates the steps we have taken to investigate Ms. [redacted]’s concerns. Sincerely,Elaine [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.
 I notified Xlibris in writing on January 5th 2018 that to withdraw my agreement, cancel my contract as required in their publishing agreement that I could cancel within 0 - 90 days for any reason.  This was seven days after they have my signed agreement.  I refused to do my book under a pen name and I refused to remove content that was neither liable or slanderous.  They are lying,.  I removed a personal name from the book which wasn't personal it was a general name.  As noted in my complaint and my numerous e-mails to Mary F[redacted] she advised if I had any problems I should contact her directly.  She never responded.  I called my credit card company and reported the fraud 7 days after the agreement well within the time to withdraw from this agreement and demanded my money back.  This was after I took the book from I Universe and and paid Xlibris to do the same thing.  I was not aware that they were the same company,  Mary F[redacted] failure to respond convinced me that this was fraud and the practice of trying to keep my money was unethical.  I read the agreement and in section or point 4 of the agreement  "Termination and Refunds it states.... For the publishing packing that I have which would have cost $730 had I allowed them to proceed...."  Prior to submission of your manuscript 0 - 90 calendar days after the purchase  100% of purchase price, less $150.00 or 10% of the purchase price whichever is greater..."The purchase price was $750.00 plus a $30.00 processing fee.  Immediately after confirming that Xlibris and I Universe were operating out of the same kit I spoke with Mary F[redacted] who tired to convince me that they were different and would speak to the m about the same manuscript which I have now paid two different sources that are sister companies to print.   Lee H[redacted] sent me and e-mail and I spoke with him wherein he described the same changes to a poetry book that IUniverse demanded.  He suggested that I use a pen name and not my real name on my poetry book.  He advised that I needed to removed personal photographs that I owned, pictures taken on my web cam and my cell phone.  I declined.  I refused to have Xlibris take the liberty of re-writing my book since this company is a print on demand company not a publisher.  All of the material content in my books belong to me.  I have not printed several books with these companies as they stated in their response.  I did one with Xlibris many years ago and two with IUniverse with two pending and full paid for contracts.  I have never experience this situation where the company is dictating what I can and can not write.  There is no slander, no liable and no references to any personal individuals.  Finally after contacting all of these parties on January 5th, 2018 all documented in by dated e-mails through the cyberspace/internet process I called my attorney and my credit card company.  No one from Xlibris would call me back after that.  My credit card company tried to contact them and they have yet to respond.  They are lying about their contact and they are lying in their response about the amount of money they should receive.  I called my credit card company to stop them from taking another payment after I canceled the contract.  The $480.00 they the are now trying to collect is more than have the cost of the total package which would have been $750 had I proceeded. That is pretty dishonest.  They did nothing but seen the manuscript to the same unit entity that was previously paid.   However in 7 days on January 5th, 2018 I sent an e-mail to Author Solutions, Mary F[redacted], Lee H[redacted], the payment department JIvans and my attorney to terminate this agreement immediately.  My other concern is this is a Print on Demand company not a publisher per say and I paid them to print a book that I wrote.  The are pretend to be something that they are not and I really believe that there is some ethnic discrimination involved.  The poetry in my book is culturally correct and coincides with the kind of diversity in an ethic community.  It's entertainment.    On January 26, 2018 I received an e-mail from Mary F[redacted] advising that she was the supervisor at Xlibris asking for referrals and offering $100.00 for any referrals and offering a 50% discount if I send them another publication.  I have also saved a copy of that e-mail  I contacted my credit card company again and advised them that I had repeatedly tried to contact Xlibris, Mary F[redacted] and any concerned parties to Terminate this agreement and no one responded.    As I have maintained copies of over a dozen written request to terminate this agreement and why I wanted to terminated this agreement I owe them nothing and I am still demanding a full refund since they never started on this project and advised that "they could not do the project unless I changed the names of fictional people (Williams, Jones, Smith) those are common names or unless I used a pen name to not identify myself as the writer.  Why write a book if you are not credited with writing it.    Since I notified Mary F[redacted] - the supervisor by several voice mails and numerous e-mails  prior to them processing my book that I was terminating the agreement and  she failed even refused to respond I stand on my initial complaint.  This agreement was terminated in writing  on January 5th, 2018.  I contacted the credit card company on January 5th, 2018 which is also documented in writing and can be confirmed.   I made timely notification to all parties to terminate this relationship and terminate this agreement refunding my money.  I am not willing to relinquish any portion of my money to Xlibris however I could consider the $150.00 or 10% of the purchase price of $750.00 which is noted in paragraph or point #4 of the agreement.  However and I must reiterate I gave them timely notice.  They did not respond.  I notified my credit card company and my credit card company attempted to notify them on January 5th, 2018.  A lot of things happened on January 5th which was clearly 7 or 8 days after the signing of this agreement.  Xlibris has nothing honest in this agreement and is not entitled to any of my money.  As a final note had Mary F[redacted] told  me  IUniverse was a sister company when I contacted her about the book that I was taking from IUniverse I never would have agreed to proceed.  This agreement was not done with any integrity on the part of Xlibris and it is insulting that she would contact me on January 26th, to ask for referrals and offer me a discount for my other manuscripts which are pending.  I WOULD NEVER DO BUSINESS WITH XLIBRIS !!! Please advise if you need the copies of the e-mails or communication with my credit card company to confirm the time of contact and the attempts to terminate this agreement pursuant to their timeline.    Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  However, there were several incorrect statements by 'authorhouse'. Keep an eye on them... very suspect.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to investigate the status of Ms. [redacted] titles published thru Xlibris and then cancelled.  Ms. [redacted] published five (5) titles with Xlibris. Below is a breakdown of her Book titles by Project IDs, purchase and publication dates...

and ISBNs for each format for your reference. [redacted] Project ID [redacted],  Purchased 12/20/2007, Publication Date 8/8/2008ISBN: [redacted] (softcover), [redacted] (hardcover), [redacted] (eBook)[redacted],Project ID [redacted], Purchased 3/22/2010, Publication Date 6/10/2010ISBN: [redacted] (softcover), [redacted] (hardcover), [redacted] (e-Book)[redacted] Project ID [redacted], Purchase Date 3/22/2010, Publication Date 6/16/2010ISBN: [redacted] (softcover), [redacted] (hardcover), [redacted] (e-Book)[redacted] Project ID [redacted], Purchase Date 8/12/2011, Publication Date 10/17/2011ISBN:  [redacted] softcover;  [redacted] e-Book[redacted], Project ID [redacted], Purchased Date 11/9/2011, Publication Date 2/29/2012 ISBN: [redacted] (softcover), [redacted] (hardcover), [redacted] (e-Book)  On February 12, 2013, following the receipt of a request to disable the availability of her books through online channels, the delisting of all five (5) of her titles was requested from our print and eBook vendors.   In April 2013, Ms. [redacted] contacted Xlibris informing us of the availability of her titles through Amazon and Barnes and Noble’s sales programs. We explained to her that titles which are considered “out of print” such as hers, may remain in these systems to allow customers to track hard-to-find books. We further explained that no new copies would be printed even if there is a demand for her titles as the print network lists her title as no longer available for print. In addition, consumers and/or retailers may sell used copies of books thru numerous on-line and storefront vehicles such as Amazon Marketplace, eBay, Craig’s List, garage and estate sales, stores that accept donations, newspaper ads, etc. In these environments, the book was sold once and is being sold again. Xlibris has no role in the reselling of previously sold copies or in the business practices of the individuals and resellers who do.   December 2015 inquiry regarding title availability  Upon receipt of this complaint, we opened a new inquiry into the availability status of all her titles. In addition to discovering that she had re-published the same titles using two (2) other publishers, we were surprised to find that royalties had been earned and paid on sales of [redacted] for both the softcover and eBook formats despite their cancellation in 2013. Royalties were paid for eBooks sold thru Amazon Kindle and Google Edition, and an order of fifty (50) softcover books purchased thru our Retail Channel Sales Department along with several other titles not associated with Ms. [redacted].   eBooks: The eBook cancellation notifications had been made in February 2013 (see attached listing of vendors and dates notified).  It is incumbent on each vendor to remove the listing from their site thus eliminating availability for purchase. We immediately re-notified both vendors who sold the eBook of the cancellation.  At Amazon.com a current search for the title in question shows the eBook is unavailable for purchase.  The search results state “Your search “[redacted]” did not match any products.”http://www.amazon.com/s/ref=nb_sb_noss?url=[redacted] The Google Editions site directs searchers to a listing of on-line retailer resources for the ISBN they are seeking.  Here Google lists Amazon.com, Barnes & Noble.com, Books-a-Million.com and Indiebound.org as resources. Below are the links to the search for the eBooks’ ISBN at Google and the resources it lists. The results found no opportunities for purchase.  https://www.google.com[redacted]http://www.amazon.com/gp/search[redacted]http:...⇄ book: Our research found that [redacted], ISBN [redacted], had been cancelled.  However, a coding glitch failed to fully deactivate the title at our Channel Sales Department.  The Channel Sales Department processes orders only from retailers and libraries with approved accounts. The coding issue has been remediated and the title fully deactivated from our print system.  In summary, we extend our deepest apology for this situation and any frustration or inconvenience it may have caused Ms. [redacted].  We wish to thank her for giving us the opportunity to discover and remedy a coding glitch in our Channel Sales Department’s ordering system. Although some vendors appear to have failed to act upon the 2013 notification of cancellation of the eBook format of her books, the vendors have been re-notified. Confirmation the eBook sold has been delisted at the vendors who generated its sale is provided.  Royalties have been paid on the sales made. We trust this information illustrates the steps taken to address Ms. [redacted] concern. Sincerely, Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com,   Thank you for giving us the opportunity to review Mr.[redacted]’s sales and royalty data and the “missing” library order.   Mr. [redacted] purchased the Create package from LifeRich Publishing on November of 2015 for $999, added a Library of Congress Control Number for $90 and chose to...

take advantage of an installment Payment Plan option, which added a processing and set-up fee of $75, making his total publishing package, $1,164.   In 2016, in preparation for his book entering into retail distribution, he purchased two (2) marketing services, the Booksellers’ Return program for $839 and the Ingram Supplemental Marketing for Mystery, Horror, and Suspense novels for $799. In total Mr. [redacted] has invested $2,802 to publish and promote his novel, [redacted]. His book completed its production and was submitted into the distribution channel on March of 2016, at the end of the first quarter of 2016.   Royalty Policy When Mr. [redacted] purchased his publishing package, he electronically signed the LifeRich Publishing Self-Publishing Services Agreement, copy included for your reference. Section 8 discusses royalties, Section 8.1 reads: Royalties shall be paid to You based on the initial sales of Your Work during a calendar quarter. Sales of used copies of Your Work, sales of Your Work to You, and copies of Your Work supplied to any person or entity free of charge do not qualify for and do not generate Royalties.   Mr. [redacted] references this Agreement in his letter, stating “As per The Contract with LifeRich, I would receive royalties for my novel when each book is printed.” According to the Agreement however, royalties are earned when a book is purchased, not solely when a book is printed. For example, if a number of books are printed to keep on the shelf of a bookstore, the royalty is only generated when a copy is sold, not when the initial printing takes place.   Missing Library Order In September 2016, Mr. [redacted] contacted us regarding an order of five (5) copies of his book that he asserts his local library placed in May of 2016 that does not appear on his royalty statement and therefore royalties were never paid to him. We asked for his cooperation in pinpointing the print origin of the books the library had in order for us to return to the printer with questions about their absence from the sales data they had reported. We requested this evidence of purchase in order to identify the print vendor and to be able to go back to them with specifics. This documentary evidence is most often the printer codes and dates that appears on the last interior page of the book or a receipt showing when and from whom the book was purchased. Without specifics, re-audits rarely uncover any new information.   Although Mr. [redacted] did provide us with a URL showing that the library lists his book as available thru three (3) of their branches, we received no information that identifies the book’s printer, the library’s vendor or when the purchase was made.   Sale and Royalty Audit Upon receiving this complaint we requested another full audit from our distribution partners of all sales data for his ISBNs dating back to the book’s initial publication in March 2016 to the present. Unfortunately the audit results were held while we awaited responses from all of our vendors and distribution partners; we apologize for this delay.   In the attached Sales & Royalty Data Report there are two (2) sections--the Sales & Royalty Data Reported tab and the Royalties Paid tab. The Sales & Royalty Data Reported tab shows the information provided to us by our print and distribution partners including the order date, order type, quantity ordered, net sales, the method used to calculate royalties, the actual royalty, and the book format.  The Royalties Paid tab lists the breakdown of royalty payments made for each quarter.   The audit results show no retail sales reported by our distribution partners in the 2nd quarter of 2016 (April, May or June).  The sales reported are consistent with the royalty statements posted to his on-line account.   Without specifics other than the ISBN and the suspect 2nd quarter, the second audit found no new data. Subsequently no additional royalties are payable.   Potential Library Order Upon searching the Albuquerque, New Mexico Public Library’s website, we found that they do list three (3) copies of Mr. [redacted]’s book as being available, not five (5) as he states in his filing. Attached you will find a screenshot of their website for reference.   The audit report shows a three (3) piece order was placed in July of 2016. Could this order be the library order which Mr. [redacted] references in his complaint? Because libraries have dating (delayed payment arrangements) with vendors on their invoices, it is quite possible that this order was recognized as a sale when payment was made at the end of the dating period, placing the sale in the third quarter.   As stipulated in the Services Agreement, the sales data for the third quarter encompasses July thru September sales and is scheduled for payment the end of November, which is after we received Mr. [redacted]’s inquiry. As shown on the Sales & Royalty Data Report, this July order is listed as part of his third quarter royalty earnings, paid via Electronic Funds Transfer on November 30, 2016.   Refund Per section 10 of his Self-Publishing Services Agreement, with the final sign off for his book and its release to print, it is no longer eligible for refund. The marketing services have been fulfilled and therefore are also ineligible for refund.   In conclusion, after conducting a full audit of orders placed for Mr. [redacted]’s book since its release, we were unable to confirm a retail order of five (5) books was placed in May 2016 or any other month . However, based upon the Sales & Royalty Data Report and the library’s website, we suspect that the three (3) piece order reported for July 2016 may be the library order in question.  Royalties were paid by EFT on November 30, 2016 for this sale.   Should Mr. [redacted] disagree, he may provide documentary evidence as noted in the body of this letter so that we may reopen the investigation with our vendors.   We respectfully decline his request for refund as the publishing and marketing services have been fulfilled.   Sincerely,   Elaine H[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 service. On May 27, 2015, Ms. [redacted] accepted a special offer for the purchase of the Black & White Professional publishing package. The following day she signed the...

Self-Publishing Services Agreement (copy attached). On August 10, 2015, she authorized the release of her publication for sale. On July 23, 2015, she purchased the Edge Plus marketing package which included the following services: Bookstore Returnability Program (24 months), 100% Royalty Program (3 years), Press Release Essential 500 (media outlets), and Google Search Marketing--SEM 250 Clicks. On August 24, 2015, Ms. [redacted] agreed to the terms of the 100% Royalty Program via e-mail. For your reference a copy of the terms is attached. How 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 book. Net 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 sale. For copies of her book sold through our website, she would receive $12.94 per softcover and $16.88 per hardcover sale. For books sold through other retailers or distributors, she would receive $4.14 for each softcover and $8.14 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 2017 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 received. At 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 30 days for the change to appear; however, during this time no new order can be printed. Since we only have control over the content of our website, we are unable to access or make changes for our network partners and resellers. In 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 8.2 b of the Self Publishing Services Agreement she signed. It states that services we have fulfilled or started to fulfill are not eligible for a refund. The services included in her Edge Plus package have been fulfilled or were in progress at the time of cancellation. Ms. [redacted]’s book was listed as returnable at our printer for 24 months, set to expire on September 30, 2017. The 100% Royalty Program was initiated on August 25, 2015 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 500 and SEM 250 clicks services are available upon request. Cancellation 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 time. Additionally, we searched the incoming mail logs for January through April 2017 and were unable to find anything from Ms. [redacted]. Please note that per Section 4.6 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-mail. Because 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 certificate. After 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, 2017.   In closing, Ms. [redacted]’s 100% Royalty Program service was initiated in August 2015 for a three year run. With 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 refund. Her 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 30 days to be reflected.  Any royalties earned for sales made in 2017 will be paid in accordance with the schedule outlined in her services agreement. We trust this information clarifies Ms. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction