Author Solutions, LLC

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.
Regards,
[redacted]

Dear Revdex.com,   Thank you for giving us the opportunity to investigate and review Mr. [redacted] refund request and royalty reporting.   Refund Request for unused Resubmission Service Mr. [redacted] purchased a Publishing Package in April 2007 and his book was released to print with his...

approval in January 2008.  In July of that year, he indicated that he would like to make changes to the published book.  His account was invoiced $179, reflecting a $150 resubmission fee to send new files to the printer and a $29 fee to make the changes requested.    At various times between 2008 through 2015, our records show that we attempted to reach Mr. [redacted] regarding this open invoice balance and received payment on February 4, 2015.  On February 5, Mr. [redacted] spoke with Publishing Services Associate [redacted], stating that he would be sending his corrections for the resubmission soon.   Mr. [redacted] requested a refund for the resubmission service three months later on May 13, 2015.  Because the service had been invoiced in 2008, it required additional steps and approval to be refunded.  The refund of $179 was approved and returned to Mr. [redacted]’s Visa card on June 19, 2015, via transaction ID [redacted] and should appear on his card within 3-5 business days.   Sales and Royalty Data Collection To verify sales and royalty, sales data reports are provided by each of our print partners and eBook distributors. The reports are collated, verified for royalty eligibility and royalties disbursed quarterly. Statements are posted quarterly to an author’s online account once the reconciliation process is completed. Royalty payments are made per the following schedule: First quarter (for sales January through March) payment late May/Early June. Second quarter (for sales April through June) payment late August/Early September.Third quarter (for sales July through September) payment late November/Early December. Fourth quarter (for sales October through December) payment by late February/Early March of the subsequent year.  Mr. [redacted]’s book [redacted] has been available for purchase in the retail channel since January of 2008. To ensure the accuracy of sales data and royalty payments to Mr. [redacted], we conducted an audit of his title requesting anew all sales data for his ISBNs from our distribution network partners. The audit confirms that the sales data and the royalty payments made to Mr. [redacted] are in agreement.  The attached Sales and Royalty Data Report itemizes the audit’s results. There are two sections to the report: 1) the Books Printed Report which lists the books printed by our print partners and their eligibility for royalty, and 2) the Royalty Payment Report which shows the royalty earned, payment made by quarter, check date and the status of the payment.    We have no evidence to contradict the sales data that our print and distribution partners have provided us. If Mr. [redacted] possesses documentary evidence to dispute the data we will gladly investigate further with our distribution partners. Such evidence can be in the form of a sales receipt or the printer’s code on the last inside page of the book. Royalty Payments Mr. [redacted] states that his royalties are being withheld from him. As evidenced by the Sales and Royalty Data Report, Mr. [redacted] earned and was paid royalties for Q1 2008; Q4 2008 and Q4 2012.  Royalty statements for these quarters are posted to Mr. [redacted]’s AuthorCenter account on the AuthorHouse website for his review, copies attached for your reference.     The Royalty Payment Report shows that of the three (3) checks issued only one (1) was cashed and the others remain outstanding with no record of being returned to us as undeliverable by the postal service. Royalty checks are mailed to the address of record until we receive notification from the author of an address change. We will be reissuing payment for the stale outstanding royalty payment checks from Q4 2012 and Q1 2008 as soon as possible to the North Miami address currently of record.   Please note that for Q4 2012 sales, federal taxes were withheld. We are required by the Internal Revenue Service to withhold federal tax unless the author completes and files a W-9 form with us. To avoid future tax withholding this form can be submitted through Mr. [redacted]’s online Author Center account, or a physical form can be mailed in to us.   In summary, Mr. [redacted]’s refund has been processed and he has been paid royalties on sales of his title accurately and in accordance with the royalty schedule of his Services Agreement. As two (2) of the checks issued are outstanding and stale, payment is being re-issued for them and a check will be sent to his address of record.   We trust this information illustrates the steps we have taken to address Mr. [redacted]’s refund and royalty concerns.   Sincerely   [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to assure Mr. [redacted] that his requests for a refund of his publishing package and return of his materials have been honored. On March 31, 2017, Mr. [redacted] committed to the purchase of a Full Color Premium Publishing Package from Xlibris for a...

special rate of $949.50. He elected to pay in installments which added a non-refundable payment plan fee of $30 for a grand total of $979.50. He signed the Installment Payment Plan Agreement and Services and Distribution Agreement on May 1, 2017 (copies attached). On June 20, 2017, he purchased the Graphics Toolkit – Full Color Service for $199. We received his materials on July 14, 2017 via a flash drive mailed to us. Mr. [redacted] writes that the content guidelines have changed since his first book was published in 2012.   He is correct. Our guidelines have changed over those 9 years and more reflective of copyright and libel laws. Section 2 of the Services and Distribution Agreement states that we reserve the right to conduct a Content Evaluation on all submitted materials and if those materials do not comply with our content guidelines, we may require that the materials be revised. If the author chooses not to make the necessary revisions or provide permissions for copyrighted material, the manuscript will not be published. Once Mr. [redacted]’s manuscript and other materials were received, the required Content Evaluation was scheduled. Content Evaluation is the process in which Xlibris assesses all submitted materials to ensure that they meet our standards for publishing. We review these materials to identify any areas that could potentially be a copyright and/or libel risk. A full description of our Content Guidelines may be found on the Xlibris website at the following link: https://www.xlibris.com/faq/Content_Evaluation.aspx. On July 24, 2017, we completed the Content Evaluation and found that there were issues that needed to be addressed such as text from copyrighted material and photos that were potentially under copyright. Mr. [redacted] was notified of these issues via e-mail on July 24, 2017. The e-mail also included solution suggestions and ways to fix the issues within his manuscript. In lieu of revising his manuscript, Mr. [redacted] requested that we issue a refund for his publishing package as well as the Graphics Toolkit Service. Per Section 4 of the Services and Distribution Agreement (attached), because Mr. [redacted]’s manuscript failed the Content Evaluation, he is eligible for a refund of 100% of the publishing package less a Content Evaluation processing fee of $400. On October 6, 2017, $549 was returned to the credit card he used to make the purchase, via transaction IDs [redacted] and [redacted]. The same day, we also returned to the credit card used to make the purchase the funds received for the Graphics Toolkit Service, transaction ID [redacted]. As a courtesy to Mr. [redacted], a flash drive containing the electronic format of his submitted materials was returned to him via USPS to the address he provided with this filing. In closing, Mr. [redacted]’s credit card was refunded on October 6, 2017 for his publishing package in accordance with the Services and Distribution Agreement. The same day, the funds for the Graphic Toolkit Service purchase was returned to the credit card used for its purchase. His manuscript and materials have also been returned via USPS to the address listed in this filing. We trust this information illustrates the steps taken to address Mr. [redacted]’s concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to address Ms. [redacted]’s concern regarding her book shipment. Book Order On December 7th 2016 Ms. [redacted] placed an order for thirty-six (36) copies for her recently published book, [redacted]. This order was placed by MS....

[redacted] via the Balboa Press online bookstore. When placing the order online, Ms. [redacted] had the ability to select between multiple Shipping Methods for her order. A screenshot of the Bookstore Order Confirmation page is included for your reference. Ms. [redacted] selected the Standard Shipping Method from the drop-down menu at the top of the bookstore order confirmation page. The following text is displayed below the drop-down menu: Please read the following disclaimers before proceeding with your order. Underneath this text is a disclaimer titled Replacement and Refund Policies. This disclaimer includes the following text: Orders sent with standard shipping are not eligible for replacements if lost in transit or if damaged. On the following Secure Checkout page, Ms. [redacted] was given the opportunity to enter her payment information, and also confirm her Billing Address, Shipping Address, and Shipping Method. Upon placing the order, the Standard Shipping Method was confirmed by Ms. [redacted], as well as acknowledgement of the disclaimer. A screenshot of this Secure Checkout page is also included in the Bookstore Order Confirmation document for your reference.  Printer Confirmation Upon receiving Ms. [redacted]’s filing, we inquired with the printer, [redacted], regarding Ms. [redacted]’s order. The Order Confirmation page found on [redacted]’s website states that a quantity of thirty-six (36) books was ordered by Ms. [redacted], and all thirty-six (36) books were shipped to Ms. [redacted]. These thirty-six (36) books were shipped in one (1) package. Attached is a document titled [redacted] Order Confirmation, showing this information. In Summary In Summary, upon selecting the Standard Shipping Method for her package, and confirming this Method upon placing her order, Ms. [redacted] was also acknowledging the disclaimer provided for her stating that orders under the Standard Shipping Method are not eligible for replacements if lost in transit or damaged. Therefore, the five (5) copies that Ms. [redacted] claims were not in the shipment she received are not eligible for replacement or refund.   Eugene H[redacted]Global Director Author SatisfactionAuthor Solutions

Dear Revdex.com,  Thank you for the opportunity to present a full and accurate accounting of the prompt actions we have taken to resolve the issues with Mr. [redacted]’s refund. Mr. [redacted] and his wife [redacted] initially signed up with Xlibris on October 31, 2014, purchasing a Black & White...

Advantage publishing package at a cost of $499, plus an additional $30 Payment Plan Fee, as he chose to split the payment into three installments.  The first payment of $196.34 was made that day.   On November 7, Mr. [redacted] upgraded to a Black & White Premium package, for a total cost of $1,774.50.  The initial payment was transferred to the new package and Mr. [redacted] paid an additional $ 425.16 that day, with the remaining payments of $591.50 scheduled for December 7 and January 7.  These payments were declined, and Mr. [redacted]’s project was placed on a payment hold. With each package, Mr. [redacted] was sent a Publishing Agreement, which is attached for your reference.  This agreement was to be signed electronically and returned to Xlibris before production work could begin.  The agreement was sent to the primary email address on file, [redacted]@yahoo.com.  The agreement was sent for the first project on November 3.  After the project was upgraded, an agreement for the upgrade was sent on November 10.  On December 11, when Mr. [redacted] stated that he had not received the agreement, it was also sent to Mr. [redacted]’s email address, [redacted][email protected].  Mr. [redacted] called Xlibris on December 13, 2014, and requested to speak with his Publishing Consultant [redacted].  Mr. [redacted] was unavailable, and Mr. [redacted] was transferred to his voicemail.  After the two spoke, Mr. [redacted] initiated the refund request in our system.  However, due to a miscommunication of the request among the staff, it was not properly endorsed for processing.   Upon receipt of this complaint, we immediately processed the refund.  The refund was paid in two installments to Mr. [redacted]’s credit card on January 22: $425.16 with transaction ID [redacted] and $136.34 with transaction ID [redacted].  The refunds should appear on the credit card used to initiate the purchase within 3-5 business days. In summary, although there was a delay due to miscommunication, Mr. [redacted]’s payments have now been refunded in full.  We apologize to Mr. [redacted] for the delay. Sincerely, [redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to review and honor Mr. [redacted] request for refund. Mr. [redacted] signed up with Trafford on July 1, 2007 to publish his book entitled “[redacted]”.  Mr. [redacted] purchased a Trifecta Review marketing package on October 28,...

2014, taking advantage of a special offering price of $2000 on the $3499 service. He chose to use an installment payment plan which added a $30 non-refundable surcharge, making his package total $2030. Mr. [redacted] made the first payment of $696.66 that day with the remaining two installments set up for auto-charge on the same day of the following two months. The Trifecta Review Package includes unbiased and professional critique of the author’s work from three reputable reviewers from different sides of the publishing industry which are Kirkus Indie, BlueInk and Clarion.  Upon further review of the terms in the service agreement for the Trifecta Review package, Mr. [redacted] opted to cancel the service requesting a refund of his initial payment on November 19, 2014.  Upon receipt of this complaint, an investigation was conducted.  From it we were able to confirm that the marketing consultant assigned to Mr. [redacted]’s project failed to endorse the request to the appropriate department for processing.  The consultant and Trafford wish to apologize to Mr. [redacted] for the delay in carrying out his request.  Subsequently, a refund of $696.66 with transaction ID [redacted] was processed to Mr. [redacted]’s card on January 13, 2014. In summary, Mr. [redacted]’s refund has been returned to his credit card, the Trifecta Review service and payment plan have both been cancelled. Again we extend our sincere apology to Mr. [redacted] for any inconvenience the refund delay has caused him.   We hope the information provided in this letter illustrates the steps we have taken to address Mr. [redacted]’s concerns. Please let us know if additional steps need to be taken for an amicable close to this case. Sincerely, [redacted]Manager of Author Satisfaction

Dear Revdex.com,   Thank you for bringing this matter to our attention and for the opportunity to present our side of this case.  Mr. [redacted] is requesting a refund and the cancellation of his publishing package.   Mr. [redacted] purchased an Essential Black and White publishing package on...

September 16, 2014, at a cost of $949.50, discounted from the standard price of $1,899.  He chose to split the payment into three monthly installments, incurring an additional processing fee of $30. On that date, Mr. [redacted] spoke with [redacted] of our Payment Central Department, who explained that the agreements would be sent electronically for Mr. [redacted] to sign.  Mr. [redacted] read the payment plan terms and conditions aloud, including that each payment would be automatically debited on the assigned dates (one month and two months from the initial payment).  These terms and conditions also included the declined payment fees of $30 per declined payment.  Mr. [redacted] verbally agreed to these terms.   The electronic agreements (attached) were sent on September 17 and then again on September 24 and October 1.  Additionally, [redacted] from the Contract Control Group called Mr. [redacted] and left voicemail messages on September 24, October 1, and November 17.    This is the first time Mr. [redacted] has requested a refund.  Upon receipt of this complaint, we immediately processed full refunds for the publishing package ($949.50) and the installment payment processing fee ($30).  These refunds were processed on December 2, with the transaction information below, and should appear on Mr. [redacted]’s credit card within 3-5 business days. $264.75 to Visa ending [redacted], transaction ID [redacted] $264.75 to Visa ending [redacted], transaction ID [redacted] $450 to Visa ending [redacted], transaction ID [redacted]

Mr. [redacted]’s payments have been refunded to his credit card.  As he was informed of the terms of the payment plan agreement, including the decline fee, his bank’s Non-Sufficient Funds fees will not be refunded.  We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns.     [redacted] Global Director-author satisfaction

Dear Revdex.com Thank you for the opportunity to review Ms. [redacted] publishing and marketing purchases and their implementation. Along with the review of her account, Mr. Eugene H[redacted] spoke with Ms. [redacted] regarding her purchases and their fulfillment.  The results of our investigation are below. ...

Publishing Packages On July 11, 2014 Ms. [redacted] purchased a Black & White e-Advantage Publishing package from Xlibris in order to offer an eBook version of the title, I Choose Life, which she had published as a paperback with another publisher. The eBook was completed with her approval and made available for sale on August 11, 2014. In August 2014, Ms. [redacted] purchased a Black and White Basic Publishing package to publish another title, 365 Days of God’s Kisses, which she anticipated would be ready within the next six (6) months. Ms. [redacted] Check-in Coordinator contacted her periodically for a progress report and to offer assistance if desired.  In May 2015, the project title was earmarked for change to I Choose Life and with her approval the paperback was made available for sale on June 11, 2015. Marketing Services Purchase and Implementation To assist authors in creating marketplace awareness and interest in their work for retailers and consumers, Xlibris offers an array of marketing and promotional services for titles published thru Xlibris. During August, September and October of 2014, Ms. [redacted] opted to purchase several marketing services and bundled packages--the Publisher’s Weekly Starter package, Google Display Netowrk-90 package, New Media Publicist Service, Radio Snip with Interview package, the Bookstore Pitch Campaign and Bookstore Returnability Kit. To implement marketing and promotional services, Xlibris exercises its assignment of distribution and marketing rights per the publishing services agreement entered into between the author and Xlibris. The eBook version of Ms. [redacted] title, I Choose Life, was published thru Xlibris making it eligible for marketing services fulfillment.  For Xlibris to implement the bookstore specific marketing services Ms. [redacted] purchased, a physical book (paperback) published thru Xlibris would be required.  Although Ms. [redacted] had previously published a paperback of her title thru a different publisher, Xlibris holds no claims upon or rights to use, distribute, or market that book or its ISBN. As noted in her filing, Ms. [redacted] was advised that an additional publishing package for the paperback book was needed in order for Xlibris to implement the marketing services requiring physical copies of the book. In May 2015, the Black and White Basic Publishing package purchased in August 2014 for a different title (see above) was re-designated for the publication of I Choose Life. Until the Xlibris paperback version of I Choose Life was released on June 11, 2015, the bookstore specific marketing services (Bookstore Pitch Campaign and Bookstore Returnability Kit packages) could not be implemented.  In addition, as an accommodation to the author, the previously filled Google Display Network-90 package, the Essential Press Release, the Book Stubs and Publishers Weekly Starter services will be fulfilled anew in coordination with the print book release. Book Store Placement Ms [redacted] states that in November 2014 she purchased a distribution package that places a minimum of five (5) copies of her book in 63,000 book stores. Although our records show a purchase on October 31, 2014 for the Bookstores Pitch Campaign, its components fail to include guaranteed bookstore placement. Mr. H[redacted] discussed with Ms. [redacted] the mathematics of the above scenario for a self-published book and they agreed that the reality of the costs involved fail to support the scenario. Mr. H[redacted] also forwarded her a copy of the components of the campaign which can also be found on the Xlibris website at http://www.xlibris.com/Servicestore/ServiceDetail.aspx?ServiceId=PKG-6024 In summary, our investigation found that there was miscommunication and confusion regarding the requirements for certain marketing service purchases and their relationship to Xlibris publishing services.  We apologize to Ms. [redacted] for any inconvenience or frustration caused her. At no additional cost to her, Ms. [redacted]’ title has been released with her approval in both an eBook and paperback version.  With the release of the paperback book, Xlibris will be completing the fulfillment of the bookstore marketing services purchased and implementing anew, at our expense, some of the marketing services previously filled as stated in the body of our response. We trust this information illustrates the steps taken to address Ms. [redacted]’ concerns. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to address Ms. [redacted]’s royalty payment concerns. Ms. [redacted] states that LifeRich Publishing representatives failed to offer her an explanation as to why the scheduled payments for Q4 2016 had been delayed. LifeRich is currently upgrading to a...

new internal royalty payment system, which had caused an unfortunate delay in issuing Q4 2016 payments to all authors. Ms. [redacted] contacted LifeRich on March 8, 2017, and spoke with Customer Support representative Jill O[redacted]. Ms. O[redacted] accurately informed Ms. [redacted] that there was a delay in royalty payments due to a software conversion. At that time, LifeRich’s IT and Finance department were still working on the technical issues causing the delay and were not able to provide a timeline for implementation. Therefore Ms. [redacted] was given all information available at that time.   This delay has since been resolved, and Ms. [redacted] has been paid all Q4 2016 royalties due to her via direct deposit into the bank account she authorized to receive payment. The royalty amount earned was issued on March 27, 2017.   Since royalty statements have yet to be posted online at the time of this response, attached you will find a Sales Informer Report that breaks down the earnings on sales of Ms. [redacted]’s book for Q4 2016. The report lists each sale by date, type of sale, vendor, quantity, net sales amount, royalty rate and royalty earned. The total earnings shown were transmitted to Ms. [redacted] bank account ending in the digits [redacted]. Her royalties for the period have been paid in full.   In Summary, Ms. [redacted] was informed of the Q4 2016 royalty payout delay and its cause when she contacted LifeRich Publishing to inquire about her royalty payment. We apologize that, at that time, we were unable to project when the upgrade would be finalized and payments issued. Ms. [redacted] has been paid in full and is not eligible for a refund of her publishing package.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to describe the steps taken to address Mr. [redacted] concern with the color quality in a book order he received, the fulfillment  of his Coast to Coast Book Fair marketing service and the status of his refund request. Mr. [redacted]...

made arrangements to publish two (2) books with Xlibris on March 10, 2014, selecting the Full Color Basic publishing package at the promotional rate of $419.40 each (40% off the regular $699 price) for a total of $838.80.  He opted to use an installment payment plan, adding a non-refundable processing fee of $30 to his total.  He submitted the signed Publishing Services and Payment Plan agreements on March 26, 2014. With his approval (copy attached for your reference), his book, “[redacted]” (Project [redacted]) completed its publication process and was made available for sale on May 15, 2014. On June 25, 2014, Mr. [redacted] purchased a Coast to Coast Gallery Book Exhibit marketing service for $798 for “[redacted]”. Again, he chose to use an installment payment plan which added a non-refundable service charge of $30 making his total $828. In his complaint, Mr. [redacted] requests the return of the payment for his second publishing package with Xlibris. In this letter, we will be addressing Mr. [redacted] concerns in the order that they were raised in the complaint. Color Quality in Printed Book Each published book with Xlibris goes through an author approval process. As mentioned by Mr. [redacted] in his complaint, he approved the digital proofs of his work that was created using the artwork he supplied.  By so doing his book was authorized for release into the print and distribution system on May 15, 2014.  A complimentary print and bound copy was ordered and delivered by UPS to Mr. [redacted] address of record on May 28, 2014, providing him the opportunity to verify the actual and final print of the book.  Per policy, before Xlibris will accept a volume book order from the author, the author must have either received the printer’s copy or provided an indemnification waiver.   On September 2, 2014, Xlibris received an order from Mr. [redacted] for 105 paperback copies of his title. The copies were shipped and delivered to him on September 23, 2014. On October 9, 2014, Mr. [redacted] contacted Xlibris stating that the copies he received were different from his initial copy. His concern was noted and referred to the book order customer support staff for investigation.  A review of the order confirmed that the initial copy and the paid order came from the same print facility and the paper weight and type (80# glossy) were consistent for both printings.  He was advised that with print-on-demand technology, an industry accepted standard print variance may appear.  On October 20, 2014 the book order customer support representative spoke with him by phone and confirmed by email our need for him to provide the batch number found on the last page bottom left of the book and a photo of the copies in question so we might better assess what occurred and discuss with the printer. Although we followed up on our request, we received no response from Mr. [redacted] to date and without this additional data we were unable to further the investigation into his concerns. Additional Costs In his filing, Mr. [redacted] claims that when he advised of the color variance he was met with a comment regarding additional costs.  In our research of his concern we were unable to substantiate his statement about cost being introduced. Until the investigation is completed the steps needed to address his color issue concern remain undetermined.  As stated above, the book order customer support representative investigating his concern has yet to receive specific data from him in order to offer a resolution. It is important to note that there are two (2) times during a publication’s preparation that an author will automatically receive information regarding the possibility of additional costs and a fee schedule.  The first is when the manuscript submission packet is sent to the author upon their commitment to a publishing package.  The packet contains details and technical information concerning submission requirements and a list of specialty services and their cost should the author desire the performance of services beyond those included in the publishing package. The second is when the galley proofs are sent to the author for review.  Included in the email containing the electronic proofs  is both a reminder of the need to review the work before approving it for release to print and the costs that may be incurred if revisions are requested after the title has been approved and is in the marketplace. Since Mr. [redacted] book was approved and is in print, modifications at this time may incur costs.  Also, since the evaluation of his color concern remains unresolved pending more information, the subject of incurring additional costs is also unresolved. Refund Request In both 2014 and 2015 when asked about the status of his second manuscript, Mr[redacted] indicated that it was still in progress and would be forthcoming soon.  On September 25, 2015, Mr. [redacted] requested in writing the cancellation of his in-print title, “[redacted]” and a refund of the publishing package for his second book. His request was forwarded to the Refunds Team for processing and review. The terms of the Term and Exclusivity paragraphs in his Xlibris Services Agreement read as follows: This Agreement is nonexclusive. (The Author can enter into other publishing agreements.) Either party has the option to terminate the Agreement at any time, with or without cause. If the Agreement is terminated by the Author for any reason other than a breach of contract by Xlibris before the Author officially completes their submission, publishing fees will be refunded in full (or applied against any outstanding amounts in Author’s account) less $ 150 administrative fee to defray set up costs . If Agreement is terminated after submission of manuscript but prior to start of interior design, Xlibris will refund 50% of purchase price. If termination occurs after the start of interior design but prior to Galley Approval Form, 25% of purchase price will be refunded to author. If the author fails to submit his or her materials for publishing before six months has elapsed from date of service order, he or she will forfeit any right to claim a refund for monies paid. As both packages were purchased on March 10, 2014 and signed agreements received on March 26, 2014, their refund eligibility was valid thru September 26, 2014. His request for refund was made in September of 2015, a year after the eligibility had expired. Marketing Service Fulfillment Mr. [redacted] questions if the Coast to Coast Gallery Book Exhibit marketing service was fulfilled for his title citing the absence of sales. As purchasing decisions are at the discretion of the consumer and based upon varying factors, sales as a result of the fulfillment of marketing services are not guaranteed.  The marketing service includes participation in two (2) gallery exhibit events—the AARP Life @ 50+ Fall Conference from September 4-6, 2014, and the Miami Book Fair International from November 21-23, 2014. As part of the service his title appeared in the Book Catalog for each event and a physical copy was showcased in the gallery of books at both venues. Emails were sent to him after each event with links to the catalog containing his book’s cover image and marketing copy that he had approved—page 106 for the AARP Life + 50 Conference (emailed 9/9/14) and Page 133 for the Miami Book Fai (emailed 12/2/14).  For your reference the links below were also included in the attached email notifications: http://amsfiles.com/events/[redacted] http://amsfiles.com/events/[redacted] Pictures of the gallery shelf where Mr. [redacted] book was on display at both of the shows were also provided and are attached for your reference. In summary, Mr. [redacted] expressed dissatisfaction with the interior color of a book order he received over a year ago.  We requested his assistance in pinpointing the cause of his concern asking for print run data and photographic example of his concern which he has yet to provide. In accordance with Section 10 of his Services Agreement, the refund eligibility on his package has expired. Subsequently, his refund request has been denied. We hope the information provided with this letter illustrates the steps we have taken to address Mr. [redacted] 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 that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] (I WOULD like to take the agreement, given by the company, but there has been soooooo MUCH time went by, and MANY phone calls supervisers, and staff leaving regually get a new rep, ID HAVE to EXSPLAIN everything again to the new one.....and people I talked to, even SLEEPLESS nights and many TEARS. My book is ruined. I had to hire a PRIVATE editior, I paid for GRAFICS, Xlbris was so soupoused to do. But the "exsperts" were doing such a poor job, I ended up hireing my OWN GRAFICS desighner. I did EVERYTHING, got my own moddel, graffice desighner, at one time had my OWN website. ALSO hired my own, video guy, to do my own Hollywood book trailer. My goal is to latter, have LIVE acters to do book trailer, more like a short film. Xlbris, did VERY little. Which I will say in detail after I type this. As far as my email campain, they did the begings, BUT I CHANGED words, and said, my own email, and media campain words. What Xlbris DID do, was make a platform, for readers, to know I exsted. Edited book, POORLY. I have horibel spelling I admint, its INCREADIBELLY emrassing! But, I did PAY them, to fix my mistakes, in spelling, and grammer, ect. They did send me some books, But I found out, less than I thought, and only 3 hard backs, not 5. and only 10. soft, not 20. I got book marks, postcards, BUT NEVER DID I RECIVE MY POSTER. I was wrong, about price, THATS the only thing I said wrong, BUT I know in fairness, I SHOULD GET HALF REFUND/ and my book RE-edited and MARKETED for FREE. Thats ONLY fair, after what I HAVE BEEN threw with THIS, Book Publishing Company. Like I said, im a FAIR person, and JUST bec, I agreeded to aprove, editing, I WAS  LIED TO< BY MY REP, he said, just send author appproval, and hed talk with his superviser, AFTER I sent electric aproval, he CALLED back, said Ms. [redacted] Im sorry, my supervier said since you agreeded to editing, thats the way we will print, UNLESS you wanna pay an additional $150. Im so sad about Xlbris, I havent had a good exsperience, and I beilive Xlibris, needs to do a better job for our just new starting authors, not be preyters, on peoples, dreams. This was such a BIG deal, for me, I have DONE very LITTEL marketing, and even went threw some very serious, emontional sadness due to this very unfortentate turn of finding Xlbris, as my FIRST publishing comapany for my Book, [redacted]. Thank you, Sincerilly, and PRAYFULLY, [redacted].

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.   WHILE Trafford is taking care of NOW what I requested last year, there's no excuse for an employee who either can't figure out how to remove a person's name from the DO NOT CALL LIST or ask for help on how to remove a person's name from the DO NOT CALL LIST. Trafford's excuse is lame, at best. And shows monumental disregard, and disrespect for DO NOT CALL requests. As it was last year, I had to request multiple times to be removed. So again -- Trafford's excuse is lame. When someone asks once to be removed, that should be sufficient. So there is something in Trafford's corporate culture that encourages its employees to harass the public until the public has to take drastic measures like call the Revdex.com or file a complaint with the Federal Trade Commission. Trafford's behavior and lack of integrity when it comes to people's requests confirms what has been written about this company in books about publishing, and online. It's good that this complaint will be viewable by the public, and I will add what I know to the public arena about the practices of this company. I consider this matter closed, but if I receive any more calls from Trafford -- and to have one of your employees leave both an unprofessional message, in a hgh screeching voice AND with an URGENT tag to the message which is uncalled for, reprehensible, offensive and invasive -- I will file a complaint with the FCC, and with the Revdex.com, in whatever state you do business in.

Dear Revdex.com,   Thank you for the opportunity to review the preparation and release of Mr. [redacted]’s title to the public.   Mr. [redacted] signed up with Authorhouse on July 25, 2016 to publish [redacted]. He purchased a Full Color Fundamental Package, taking...

advantage of a promotional rate of $1999. He submitted his manuscript and materials in early November 2016 and his book completed the publication process and with his approval was made available for sale on January 23, 2017.   Each book published thru Authorhouse must meet the author’s approval before it can be released to print and made available for sale.  Electronic files of the manuscript and materials are created and sent to the author for review.  The author has the opportunity to examine the files and point out where corrections, additions or revisions are needed. Mr. [redacted]’s publishing package included one free round of corrections which he availed to implement after receipt of his initial proofs. These changes included the addition of some images which were initially excluded by our designer due to author’s late submission of these materials, as well as formatting and layout corrections. We had informed Mr. [redacted] as early as November 17, 2016 that some of the images he added may not be included in the initial proof and would instead be added during the corrections stage since the design and layout process had already commenced. We have attached a copy of the correspondence describing this agreement for your reference.  As we had agreed, the initial interior galley was prepared and sent to him for review on December 17, 2016.  As part of the corrections phase, the post submittal images, along with the format and layout revisions he requested were implemented and submitted to him for his review and approval on January 12, 2017.   Mr. [redacted] signed the interior approval document on January 20, 2017 with no comments noted. The approval form is very clear on what happens once the approval is received and states that “if for any reason you cannot approve the interior proofing file provided, please do not sign at this time and contact your customer service representative.”  Subsequently, the book was sent to print and made available for sale within a couple of business days. We have attached a copy of the signed approval forms submitted by Mr. [redacted] for your reference. We found no notations in his file or on the release form indicating that a request for non-public release of the book was made at this time.   Our records show that on January 28th, he contacted Authorhouse with a list of concerns regarding the variance between the initial printer copy he received against the online proofs he reviewed. We immediately initiated an investigation into his concerns with the images, comparing the files and the printed copy.    On February 6, 2017 we advised him of the results. We explained that the slight difference in brightness between the print copy and the digital file were within acceptable variance based on universal publishing print standards. It is not unusual for lighter images to come out lighter and dark images to come out darker when printed. Taking these variance tendencies into account, Authorhouse ensures that images will fall within the standard range of acceptable variance. To address his concerns, Authorhouse offered to adjust the files of his book at a discounted rate. A total of 9 images were replaced and new textual corrections submitted by Mr. [redacted] were implemented. The corrections and changes were paid by Mr. [redacted] at a discounted rate. The updated files were sent to the printer with Mr. [redacted]’ approval on March 22, 2017.  The print copy from these files was approved by Mr. [redacted] on March 29, 2017. Please see attached email for your reference.     Mr. [redacted] states that he was given the option to wait for the print copy before authorizing the release of his book for sale. As this option is exercised upon request only, we conducted a search of our files to determine when the request was made and when the option was implemented. We found that Mr. [redacted] requested to remove his title from distribution after receipt of his initial printer copy. The instruction, however, was not carried out by his assigned representative. We apologize to Mr. [redacted] for this error and for any inconvenience of frustration caused him. We accept responsibility for the mistake and would like to assure Mr. [redacted] that we have taken the necessary steps to prevent similar situations from happening in the future. Upon receipt of his filing, we immediately requested that our printing and distribution channels be blocked from printing and shipping his title until which time that he provided his approval and release of the revised files.   Authorhouse has been in contact with Mr. [redacted] and has been making arrangements for the distribution of the updated version of his book. As a courtesy, Authorhouse has refunded the resubmission and correction fees incurred for the revision of the initially published files of his title.   We trust this information illustrates the steps taken to address Mr. [redacted]’ concerns.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

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.
It's a she said-he said back and forth. Of course, Balboa Press will shift the blame to the client. What else is new! As regards the refund, I tried to work with the employees there, but was referred from employee to employee to employee with no results. And, regarding my interactions with Greg, he even denied what he said to me when I talked with him a second time. I wrote down our conversations in REAL time, as goes: it's his word over mine. That's the way they do business.
What actions do I take to post my scripts to the Revdex.com website?Regards,[redacted]

Dear Revdex.com, Thank you for the opportunity to clarify how her recent submission of the manuscript for her remaining publishing package affects the fulfillment of the Hollywood Coverage marketing service. Ms. [redacted] purchased two publishing packages in June 2007 for $718 each.  One title, “[redacted] completed publication and with her approval was released for purchase in October of 2007. We found no evidence of manuscript materials for the second title, “[redacted]” in our possession prior to September 2015.  We are pleased that after this extended waiting period, we have received the necessary materials and are able to proceed with preparing Ms. [redacted]’s 2nd title for publication. On November 25, 2015, galleys were submitted for Ms. [redacted]’s review, modification and approval.  Hollywood Coverage Marketing Service As stated in our original response, before the fulfillment of the Hollywood Coverage can begin, the book must we completed and available for purchase. To fulfill the Hollywood Coverage service an industry professional script reader must have a copy of the book in hand so they develop the synopsis and critical analysis of the book.   A copy of the description of the service is attached for your reference and the following link which connects to the description as listed on the AuthorHouse website and includes an example of the end product. http://www.authorhouse.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-1286 In November 2013, over five (5) years after the purchase of her publishing packages, she added the Hollywood Coverage service for her title “[redacted].” However, the manuscript and submission instructions were not in our possession until the fall of 2015, making us unable to provide the necessary documents to the script reader to fulfill the service. Her $859 refund request for the Hollywood Coverage service was presented for consideration to the Executive Review committee and was denied as the request was outside the refund timeline of one year from purchase date as prescribed in her original agreement.  Ms. [redacted] was provided two options in our previous response:  completing the production of her book “[redacted]” and proceeding with the Hollywood Coverage service, or transferring the Hollywood Cover service to her completed project “[redacted].” As she has recently submitted the manuscript, “[redacted],” her action indicates that she has chosen option (a). Once she has approved the title and it is available for sale, we will be able to proceed with the Hollywood Coverage service fulfillment.  Pitchfest 2012 In her rebuttal Ms. [redacted] introduces a new comment relating to a 2012 event. She queries if her manuscript had been given to the representative who had expressed interest in her “pitch” at the 2012 New York City Pitchfest.  Pitchfests are held several times during any given year in various urban cities across the US.  In reviewing our 2012 Pitchfest records, we are able to confirm her attendance at the New York event and that a request was made.  However, because no manuscript was in our possession, we were unable to forward any manuscript. Marketing Call Frequency Ms. [redacted] states that “after the fact I received many phone calls trying to sell me more Hollywood Coverage.” In order to assist our authors, both our Marketing and Book Consultants will periodically contact them with information about new services and opportunities designed to aid in capturing attention for their work.  Because our intent is to be of assistance to authors, when a client expresses dissatisfaction with the frequency of marketing opportunities or volume book offer calls we take notice and investigate the claim. An outbound call report for both of her phone numbers of record was requested from 2013 (the year the service was purchased) thru December 1, 2015. Please note that the results reflect the calls made regarding both of her publishing packages, copy attached.  For the period we found: A total of fifth-nine (59) calls made in the 35 months.Fifteen (15) calls were made by Marketing Consultants (highlighted in yellow); four (4) in 2013 prior to her marketing service purchase; ten (10) in 2014 and one (1) in 2015. Eight (8) Book Consultant calls (highlighted in orange); three (3) in 2013 and five (5) in 2014.   From the call notes we are unable to confirm Ms. [redacted]’s claim that an additional Hollywood Coverage service was offered by our consultants.  Also, we failed to find any objection raised by Ms. [redacted] about being contacted by marketing and/or book consultants until this filing. Should Ms. [redacted] desire to no longer receive calls from Marketing and/or Book Consultants, she may request to be placed on Do-Not-Contact status and they will stop. In closing, Ms. [redacted] is ineligible for a refund of the Hollywood Coverage marketing service.  As Ms. [redacted] has recently presented her manuscript for “[redacted]” for publication, once it has been approved and made available for sale the Hollywood Coverage service can be fulfilled.   We await Ms. [redacted]’s direction on whether she wishes to be placed on Do-Not-Contact Status. Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted]’s request for a refund of his publishing package. On June 16, 2017, Mr. [redacted] purchased the Essential Black & White publishing Package from AuthorHouse for $999.50 and the Editorial Assessment service for $299. He elected...

to pay in monthly installments which added a non-refundable payment plan fee of $30 for a grand order total of $1,328.50. He signed the Installment Payment Plan Agreement and Services and Distribution Agreement on June 19, 2017 (copies attached). Once we received his manuscript, it was sent for a mandatory Content Evaluation. Content Evaluation is the process AuthorHouse uses to ensure that all submitted materials meet our standards for publishing. We evaluate manuscripts to check for issues that may put the author at risk for copyright or libel problems. The Content Evaluation for Mr. [redacted]’s manuscript was completed on June 28, 2017. The evaluation found that due to the nature of his content, there was a risk for possible libel issues as well as some copyrighted material. We sent an e-mail with the results to Mr. [redacted] which included examples of the issues as well as suggestions on how to make revisions. Throughout July and August, Mr. [redacted] submitted several revised versions of his manuscript, but there were still libel issues included. On September 8, 2017, Mr. [redacted] requested a refund of his publishing package. Per the Services and Distribution agreement that he signed, if cancellation occurs because the manuscript does not pass the Content Evaluation, we will refund the price of the publishing package less a Content Evaluation processing fee of $400. On September 13, 2017, $599.50 was returned to Mr. [redacted]’s credit card for his publishing package (transaction IDs [redacted] and [redacted]) and $299 was returned to his credit card for the Editorial Assessment (transaction IDs [redacted] and [redacted]). On September 12, 2017, Mr. [redacted]’s Publishing Consultant sent an e-mail stating that we must adhere to the content guidelines, but that he felt Mr. [redacted] was very close to complying with those guidelines (meaning that some changes would still need to be made before we could publish). On September 15, 2017, Mr. [redacted] chose to repurchase his publishing package and Editorial Assessment service. Because we withheld $400 for the Content Evaluation processing fee when the first publishing package was cancelled, he was offered the same publishing package at a discounted price of $569.50. The Editorial Assessment was $299 and he elected to pay in monthly installments which added a non-refundable $30 payment plan fee. The grand total for this order was $898.50. He signed the Services and Distribution Agreement on September 14, 2017. On September 28, 2017, Mr. [redacted] sent in another revised version of his manuscript and it was sent back to the Content Evaluation team for another evaluation on October 3, 2017. On October 18, 2017, the Content Evaluation team determined that the manuscript still would not pass due to libel issues and a refund request was entered into our system. Because we had already withheld the $400 Content Evaluation fee when cancelling the previous contract, as a courtesy to Mr. [redacted], we did not withhold the fee from this refund. On November 16, 2017, $868.50 (the cost of the publishing package and Editorial Assessment less the $30 payment plan fee) was returned to Mr. [redacted]’s credit card, transaction ID [redacted]. In closing, we apologize for any misunderstandings or frustrations satisfying our content guidelines may have cause. Mr. [redacted] has been refunded the full price of the second publishing package and Editorial Assessment less the non-refundable $30 payment plan fee. We do apologize for the delay in processing Mr. [redacted]’s most recent refund. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,Thank you for theopportunity to review Ms. [redacted] project and complete her refund request. On April 27, 2015 Ms.[redacted] signed up with Xlibris to publish her book entitled “[redacted]”, purchasing a Black & White Professional publishing package ata...

promotional rate of $624.50 from the regular $1249 price.  On May 7,2015 the package was converted into a Full Color Professional Picture Book packageat no additional cost. Ms. [redacted] also purchased additional promotionalservices for her book. A breakdown of the services, date of purchase, price,discount and total cost is attached for your reference.  Conversations with Publishing ConsultantMs. [redacted] expresses herconcern over inaccuracies in some information she received and the absence ofreceipts for marketing services purchased. It is very important to us that potentialclients receive accurate information about out services, packages, and the termsand conditions of our agreements.  Upon receipt of thiscomplaint, a review of the conversations between Ms. [redacted] and her publishingconsultant was conducted.  The review showssome confusion regarding several details—package choice (color or black andwhite interior), book size and pricing, cancellation terms and refundeligibility. Our records show that a receipt for each of the added servicesstated in the filing was created at the time of purchase and sent to Ms.[redacted] email of record.  We thank her for calling toour attention the confusion potential in the above mentioned areas with thechange of packages from black and white to color. As a result we have takensteps to ensure that the publishing consultant in question will provide the detailsand paperwork for the publishing packages purchased, especially when onepackage is exchanged for another.   In addition, we extend ourapology to Ms. [redacted] for any inconvenience she has experienced as a result ofthe information received.  Refund RequestMs. [redacted] has indicatedthat she wishes to cancel her package and added services and be refunded theamount she paid less $180.00.  Ourrecords show that she requested cancellation and refund in early June citingspecial circumstances arising that make it impossible for her to continue withthe project.  Refund eligibility isstated in the Self-Publishing Services Agreement and is the same for black andwhite or color packages. A copy of her signed agreement is attached for yourreference. Per her ServicesAgreement, Section 8 Termination & Refunds, Subsection 8.2 Refunds,paragraph (a) and (b), if termination occurs the following applies: (a)   Publishing Packages.  The potential Refund for a Publishing Packageis exclusive to the amount paid for such Publishing Package as set forth in theService Order(s), and will be calculated as follows:(i) Prior tosubmission of the Manuscript: 100%, less a non-refundable $150 (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 FinalApproval No Refund (b)   Services notincluded in Publishing Packages. We will Refund to You the full amount paid forIndividual Services not included in a Publishing Package, or AdditionalServices, that We have not fulfilled or started to fulfill, or that We areunable to fulfill as of the effective date of the Termination.   Ms. [redacted] project hasreached the design stage as the cover and interior proofs were sent, reviewedand modifications performed.  We concurthat she has yet to approve the galleys. This status places her project in the (iii) category above and eligiblefor a refund of 25% of the amount paid for the publishing package.  The add-on services are 100% eligible forrefund as they are not part of the package and have not been fulfilled. After careful review ofher project and in light of the special circumstances she is encountering, Xlibrishas made an exemption and refunded a total of $4,440.70 to her credit card onJuly 16, 2015. This is equal to all her payments less the $150 setup fee.Please refer to the refund transaction details below: $1042.70 back to customer's card. MC ending6645, transaction ID [redacted]$1299 back to customer's card. MC ending6645, transaction ID [redacted]$699 back to customer's card. MC ending 6645,transaction ID [redacted]$1400 back to customer's card. MC ending6645, transaction ID [redacted] In summary,Xlibris understands the importance of accuracy in describing the services andfulfillment details during the consultation process and apologizes to Ms.[redacted] for any inconvenience she has experienced due to the confusion when herpackage was changed from black and white to color publishing.  We thank her for calling this confusion to ourattention and assure her that steps have been taken to remedy such confusion inthe future.  In light of our review andthe magnitude of her special circumstances, Ms. [redacted] has been refunded theamount paid less $150.00.  As ofthis writing, Ms. [redacted] contact information has also been put on ado-not-contact status for future publishing prospects from Xlibris and allservices under her account have been cancelled as requested.We hope the information illustrates the steps we have taken to address Ms.[redacted] concerns. Sincerely, Elaine [redacted]Manager of AuthorSatisfaction

Dear Revdex.com,   Thank you for the opportunity to review and address Mr. [redacted]’ concern regarding the refund of the Author Learning Center subscription service.   Mr. [redacted] purchased the Color Pro publishing package from iUniverse on February 13, 2017. This package includes a complimentary...

three month subscription to the Author Learning Center, a website dedicated to assisting and supporting all writers, sponsored by Author Solutions Inc. This website service is offered for both Author Solutions clients and those writers who are seeking other publishing venues, or have not yet committed to a publishing package.   On February 13, 2017, Mr. [redacted] registered to take advantage of this complimentary membership. During registration, the website will request credit card details, although these will not be utilized until the complimentary membership time period has expired.  Once the trial membership period ends the subscription membership fee becomes due. Please reference the following link:  https://www.authorlearningcenter.com/authors/sign_up   As stated on the website, the subscription will automatically renew at the end of the trial period unless the member advises of their cancellation desire within the trial period by phone at 866-697-5312 or email [email protected] .    On June 14, 2017, Mr. [redacted]’ chosen credit card was charged the applicable $9.99 monthly membership fee, in accordance with the Terms and Conditions of this service. On June 21, 2017, the $9.99 was returned to his chosen credit card, transaction number [redacted].   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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com, Thank you for giving us the opportunity to explain the refund Mr. [redacted] received on the cancellation of his publishing package. On January 11, 2017, Mr. [redacted] submitted his manuscript to Xlibris and purchased the Black & White Basic Publishing Package for $549. He elected to...

pay in installments which added a non-refundable Payment Plan Fee of $30 for a grand total of $579. He signed the Services and Distribution Agreement and Installment Payment Plan Agreement the same day (copies attached). Section 2 of the Services and Distribution Agreement states that all manuscripts must comply with our content guidelines which are available on our website at the following address: http://www.xlibris.com/faq/Content_Evaluation.aspx#Content4. A copy of the Services and Distribution Agreement is also available on our website to view at any time at the following address: http://www.xlibris.com/uploadedFiles/Agreements/AuthorAgreement_XLUS_05022017_En...⇄ Mr. [redacted]’s submitted manuscript was sent for a mandatory Content Evaluation. The Content Evaluation process is where we assess any submitted materials to ensure that they meet our standards for publishing. We review the materials for issues such as libel and copyright violations. On January 12, 2017, Mr. [redacted] was notified via e-mail that his manuscript did not pass the Content Evaluation due to possible libelous statements. We provided several suggestions on changes to make to make the manuscript acceptable. On January 14, 2017, Mr. [redacted] sent an e-mail stating that he would not make any changes to the manuscript and wished to cancel his contract with Xlibris. The refund request was entered and his contract was cancelled on January 18, 2017. On January 17, 2017, he was reminded via e-mail that his agreement contained terms regarding cancellation due to failure to pass the Content Evaluation. Per section 4 of the Services and Distribution Agreement, if the manuscript does not comply with our Content Guidelines, we will refund 100% of the purchase price less a Content Evaluation Processing Fee of $400. As stated above, the Services and Distribution Agreement is available on our website to view at any time. Regardless of whether the submissions representative specifically mentioned the Content Evaluation Processing Fee, it was still outlined in the contract as well as on our website. The first payment Mr. [redacted] made on his payment plan was for $213. He was made aware that because he had not yet paid enough to meet the $400, there would be no monetary refund. Mr. [redacted]’s credit card was charged per the terms of the Payment Plan on February 11, 2017 and once more on March 11, 2017 in the amount of $108.50 each time to equal a total amount paid by him of $430 (the $400 Content Evaluation Processing Fee and the non-refundable $30 Payment Plan Fee). In closing, after reviewing Mr. [redacted]’s account we submit that he agreed to the terms and conditions of the Services and Distribution Agreement when he electronically signed the agreement without objection.  He was been assessed the appropriate fee per the terms of his agreement. We apologize if his representative did not specifically point out the Content Evaluation Processing Fee. We trust this information illustrates the steps taken regarding Mr. [redacted]’s refund. Sincerely, Elaine H[redacted] Manager of Authors Satisfaction