Author Solutions, LLC

Dear Revdex.com,Thank you for the opportunity to explain what has transpired with Ms. [redacted]’ project.  On January 15, 2001, [redacted] purchased the initial set-up publishing and electronic distribution options from 1st Books Library for the discounted rate of $399. The...

paperback distribution and standard promotion package options were added to her contact with their costs waived, making her final total $399.  Attached is her Worldwide Distribution agreement for your reference.In 2001, Ms. [redacted] alerted staff that her manuscript was 6 pages in length.  She was told at that time, she could make that manuscript into an eBook but not a printed book, as there were not enough pages to accommodate binding of a printed book.  The first time Ms. [redacted] sent material was documented on August 6, 2004.  Her manuscript was comprised of many separate files instead of one continuous file as is needed to create the galley and insure the manuscript is in the order the author desires.  She was alerted to this problem.  Her account was set to inactive status in 2005 due to lack of response or contract from her. In July 2007 a new manuscript was received. Upon its review, she was advised that in order for images to print clearly, the printer requires that images be 300 dpi (dots per inch) at the size the author wants them to appear in the book.  At least 8 times between August 2007 and May 2009, she sent low resolution images that could not be used.  Again, the project went dormant until in 2012 when Ms. [redacted] sent a new manuscript.  As stated in her filling, since she was told that her manuscript was too short for a print book, she added almost 300 pages of spam emails that did not pertain to her book topic.  In August and November of 2012, she was told that her manuscript could not be used as is because it must be 75% her original content and that she would need to obtain permission to use the emails, as well as the images that had been taken from websites.  Ms. [redacted] asked her check in coordinator to “just send me back the edited version of what they deem is "acceptable."  This is not a service AuthorHouse provides, as was explained to Ms. [redacted].While an attempt was made by the check in coordinator to contact Ms. [redacted] in 2013, her project went inactive until April 2016 when she called in, asking to whom she was to send the new manuscript.  She spoke with Dianne H[redacted], who requested that Ms. [redacted] be assigned a check in coordinator.  That was done and the coordinator attempted to phone Ms. [redacted] on April 25, 2016.  However, the phone number on record at that time was not valid so the coordinator was unable to make contact with her.  Her file shows no further attempts to contact AuthorHouse were made.Ms. [redacted] is requesting a refund of $997.  However, as evidenced by the signed contract, Ms. [redacted] publishing package was only $399.  As outlined in the contract (copy attached), the cost of the set-up option ($459) has a conditional refundable amount and a non-refundable amount.   The first $159 is nonrefundable. The refundable portion of $300 is tied to book sales.  The agreement states: “AMT shall refund the set-up deposit of three hundred dollars ($300) to the AUTHOR as soon as 1,000 electronic copies of the WORK have been sold through the LIBRARY.”  As Ms. [redacted] project is not available for purchase, no copies have sold and therefore the $300 is not refundable at this time.  Her refund request was submitted and reviewed by the executive review board and was denied based on the above criteria.If she would like to continue, she will need to send a manuscript that is at least 75% her original material with no copyrighted images or submit the requisite permissions for use of images. For a black and white interior paperback book she will need a minimum of 48 pages.In closing, Ms. [redacted] has not sent in useable material for her project.  She will need to send a manuscript of at least 48 pages, whose content is at least 75% original material.  Any images she would like to include must be her own and be high resolution.  After consideration by the executive review board, Ms. [redacted]’ refund request was been denied.  We trust this information illustrates the steps taken to address Ms. [redacted] concerns.Sincerely,Elaine H[redacted]Manger 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. Thank you for your help, I very much appreciate it.
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.  [redacted] is still a very unqualified place to do buisness.
Regards,
[redacted]

Dear Revdex.com,   Thank you for the opportunity to review and provide clarity for Ms. [redacted] regarding the sales and royalty earnings of her titles.    During 2014 Ms. [redacted] purchased six (6) Novo Full Color Publishing Packages from Trafford Publishing. Her projects completed their...

publication processes and, with her approval, were released to print and made available for purchase.  Two (2) of her works are in English, one (1)in German,  one (1) in Spanish , one (1) in French  and  one (1)a combination of  English and French. The book titles, package purchase date and title release dates are as follows: [redacted] purchased 7/1/2014 and released on 7/9/14. [redacted], purchased 7/15/2014 and released on 8/1/14.[redacted], purchased 7/15/14 and released on 8/1/2014.[redacted], purchased on 9/2/2014 and released on 10/31/2014.[redacted], purchased on 9/2/2014 and released on 10/31/2014. [redacted], purchased on 12/5/2014 and released on 2/5/2015.  On Line ListingsIn her filing, she states that Amazon Central shows her title, [redacted] is in its 3rd edition of printing therefore it must be selling globally and she should be receiving royalties accordingly. To validate and investigate her statement further we visited Amazon Central and searched for [redacted].  What appears are the listings of each of the three different English “counting” book versions (listed above).  As these listings are for unique books with different ISBNs and titles, their appearance confirms that all three of these books are being offered for sale independent of one another.  Although the titles may appear here and on the websites of many on-line booksellers, that fact does not indicate that a sale has been made.  In effect, the internet is acting as a giant shopping catalog, showing off goods that can be purchased. Only when a consumer places an order do royalties come into play. The way POD books are produced and sold does not mirror the traditional publishing model which her reference to 3rd edition printing suggests.  With traditionally published works, an inventory of books are printed and warehoused or sent to bookstores in the hopes that they will be sold.  With her POD titles the technology makes the need for inventory obsolete; each of her titles is printed only when an order is placed, hence the term print-on-demand is literal. When an order is placed, the requisite number of books in the order are printed and shipped; each copy is reported as a sale and a royalty is earned.    Since the decision to purchase a book is always at the discretion of the consumer, we are unable to predict or guarantee the sale of a title. Yet, when a purchase is made, the order will be fulfilled and the sale will become eligible for royalty per the terms of the publishing agreement.   Royalties Ms. [redacted] writes that she has not been accurately paid for the royalties earned. Royalty details such as the number of copies sold, order type, royalty earned, among other information, may be viewed via her “Author Center” account. The final sales data is available online 60 days after the end of the quarter.  This time allows us to receive and process all of the sales reports from all of the vendors. 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.   In response to her royalty inquiry, an audit of her sales and royalty data for the period her first publications were released in Q3 2014 thru the end of the first quarter of this year. The results of the audit can be found in the attached Sales & Royalty Data report.  The report has two tabs, one listing the sales data for all of her ISBNs and one with the quarterly royalty payments. The audit showed that she earned royalties in five (5) quarters totaling $59.93. As a completed W-9 federal tax withholding form has yet to be filed with us, the federal tax rate of 28% of her royalty earnings were withheld and forwarded to the IRS. Her royalty payments for the period were paid by direct deposit (EFT, Electronic Funds Transfer) from CDI, Inc. to her account ending in [redacted].    Modification and/or Resubmission of French title(s) In her desired settlement statements,  we surmise that she is making makes three (3) requests regarding her French only title, [redacted]: 1) remove the book from print and modify the pages it at no charge; 2) replace the “old” version with the modified one on all websites; 3) refund the cost of the book.  We would like to reiterate that the Trafford production process allows authors to have control of their book; before Trafford moves from one phase of the publication to the next an expressed approval must be received from the author. Our records indicate that all necessary approvals and signoffs to proceed from the initial production to the final distribution stage have been received from Ms. [redacted] for all her titles. The final approval form gives specific instructions to the author to review the formatting and text of the interior file carefully prior to signing off and lists over a dozen general items to verify.  The signed final approval for project [redacted], dated 9/10/2014 is attached for your reference.  The approval document also states: “By signing this form, I attest that the interior is ready for publication and distribution.”….”I acknowledge that any subsequent changes, modifications, alteration or corrections to this interior file will incur additional fees in addition to the resubmission fee…..” Accordingly, to implement changes to the approved files, fees may be incurred.  In order to evaluate her request, we will need specific written instructions on exactly what changes she wishes be made. To further ensure accuracy, we would like to ask Ms. [redacted] to confirm that her title [redacted], is the only title she wishes to revise and be removed from print pending resubmission. Ms. [redacted] has the option to send those instructions to us via email [email protected] or contact us through our toll free number at 888 232 4444. We are not responsible for the charges billed by communication providers when calling our customer support hotline. Phone calls Ms. [redacted] writes that her cell phone minute usage was increased due to calls made to our offices. The choices of phone provider, the type of plan, specialty features, number of users and placing calls are solely at Ms. [redacted]’s discretion.     In summary, an audit of Ms. [redacted]’s sales and royalty data confirms the royalty statements posted to her author account are accurate. Royalty payments have been paid via direct deposit to the account she designated and accepted by her bank. To avoid the withholding of federal taxes from future royalties she may submit a completed W-9 form. Ms. [redacted]’s request for punitive damages is declined. We await the receipt of a detailed list of the revisions she desires for her title, [redacted], so that a review may be conducted to determine if any resubmission fees are applicable. We also await written clarification that the above title is the only French title to be temporarily withdrawn from print. We trust this information illustrates the steps taken to address Ms. [redacted]’s 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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] They advertise as a reputable publishing business. They change words, tell the author it was their mistake, and want to charge more. They do not keep their word about any phase of getting a book out by a time given to the author. They said they were a Christian section that handled such a book as mine. This turned out to be another lie. They intently withheld the book from publishing, and thought they would not even want them to publish it after all, because of the problematic way they do "business". I believe it to be a bad business, and has deceived myself. My book was overpriced by four times in the soft and hard covers. This is according to another reliable publisher. They even told me they were "way overpriced and would never sell like that."I may sell some books to churches, but any other customers told me that they were highly overpriced, when I tried selling them for $24.99 and $28.99; soft and hard cover. This company has no right to be in business doing this to an author. There dishonest business should not be in operation and doing this to unsuspecting customers!

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.Dear Revdex.com,
Please allow me again to shed further light on the mishandling of my package by AuthorHouse and its Associates.  I have attached a copy of a witness statement, of several that I have, against AuthorHouse.  Again, I stand firmly behind my previous statements.  I have addressed my royalties on several occasions that are not showing up and not just once. Regards,[redacted]

Dear Revdex.com,   Thank you for giving us the opportunity to address Ms. [redacted]’s royalty payment concern.   Ms. [redacted] is correct that AuthorHouse royalties are calculated quarterly.  The royalty payment timelines and schedules are listed in our Services Agreements and on our website....

Royalties are scheduled for payment sixty (60) days after the close of the quarter.  The reason for this gap between when the quarter ends and when payments are issued lies with the period of time it takes for retail sales to be reported to us by the network distributors. Each distributor’s sales information is typically sent to us 4 to 6 weeks after the close of each quarter. AuthorHouse then compiles those sales with the AuthorHouse direct sales for the quarter and performs a thorough audit on all sales data before finalizing and issuing royalty payments. This is done so that we can be confident all our royalties have been included in the payment, and also to ensure the accuracy of royalty payments.   Ms. [redacted] also states that she has yet to receive her payment for Q4 2016 royalties earned. She is correct that her payment for this quarter has been delayed. At the time of her filing, AuthorHouse was upgrading to a new payment system, which caused an unfortunate delay in issuing payments for Q4 2016 to all of our authors. Although the AuthorHouse Finance and IT departments worked diligently to resolve the technical issues that have arisen during the deployment of this new system, we apologize to Ms. [redacted] that we were unable to project a timeline for when the issues would be resolved and payments issued.   On March 27, 2017 the new system was operational and Ms. [redacted] was paid all Q4 2016 royalties due to her via direct deposit into the bank account she authorized to receive payment.   The royalty statements have yet to be posted to her AuthorCenter account; however, a Sales Activity Report for Q4 2016 (October 1, 2016 thru December 31, 2016) does appear on her AuthorCenter Account. A copy is attached for your reference. Ms. [redacted] has been paid in full for the sales reported during Q4 2016.   In Summary, an unforeseen issue with a software upgrade caused a delay in the payment of royalties for Q4 2016. We apologize that we were unable to project a timeline for when the issue would be resolved.  The upgrade was completed on March 27, 2017 and Ms. [redacted]’s Q4 2016 royalties were paid in full via electronic funds transfer to the bank account she authorized.   Sincerely,   Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to clarify further our refund policy.
Upon receiving the author copy of her work Ms. [redacted] expressed concerns with the text and picture clarity which were unaddressed prior to the release of her book order.  In her rebuttal response, she acknowledges receipt of the refund for her book order and shipping fees as described in our original response. 
She lists several points which she contests.  We have addressed them in the order they appear in her rebuttal.
The Inspire Package was $3220, which also included pricing for additional photos Purchase
The published price of the Inspire publishing package is $3,599.  With her special discount on her February 2, 2015 package purchase the cost was reduced to $3,059.15.  By choosing to use an installment payment plan, a $75 non-refundable service fee was added, making her purchase total $3,134.15.
During the pre-production phase of her project, her Check-In coordinator identified that she had submitted 19 images in excess of the 10 that were included in her package. She was reminded of the production fee schedule provided in her welcome packet information that listed a $5 fee for each additional image.  She accepted a 10% discount and, with her permission, her credit card was charged $85.50.
If one adds together each of her purchases--the publishing package, the payment plan and the additional production item--the total expenditures are ($3059.15 + $75 + $85.50) or $3219.65.
Proofs of “lesser quality than the actual book would be”
Galley proofs are presented in low resolution to ensure that the size of the files can be easily sent, received and opened by the author via conventional email. The printer files are high resolution. 
The difference between high resolution and low resolution lies in the number of PPIs (pixels per inch). The more pixels per inch, the better the quality will be, with some exceptions. Such factors as the dimensions of the original image and how it translates proportionally into smaller or larger sizes, could produce an unwanted result in a high resolution print file and an acceptable one in low resolution and vice versa.  As noted in our previous response, the history of an image will have an effect on how it will project itself in print.  It is unfortunate that prior  to approving the files, Ms. [redacted] passed on the opportunity to request the “tweaking” of images she felt were unclear in the low resolution galley proof she received.
Font changed for cover and chapter titles
Ms. [redacted] confirms that a font change was requested and that the change applied to both the cover and interior as the chapter headings are within the book. 
Book order and Corrections
Ms. [redacted] states that she released the hold on her book order because she was told by Mr. [redacted] that the text issues had been corrected. Our research found that on September 11th Ms. [redacted] and Mr. [redacted] discussed receiving a refund on her book order to deal with a resubmission issue and her options.  Mr. [redacted] recalls stressing the no refund policy for book orders but fails to confirm her statement that he advised her that the text revisions had been made. Their conversation resulted with the hold on the order being released.  In our investigation we failed to find evidence that a resubmission of her title had been initiated, reviewed or completed.
 
Our policy is to not print a volume order for a title that the author has earmarked for revision until the issue is settled or a written waiver to release “as is” is received.   As a result with conflicting recollections and the absence of either a revised galley or a waiver, in the interest of goodwill, we reimbursed her for the book order and shipping which she has acknowledged receiving.
Refund and Cancellation Requests
After researching her file regarding her request for refund for her publishing package, we found that on October 10 she emailed expressing how disheartened she was with the book order she had received and that she was “still reflecting and consulting on what action to take.” 
On October 15th she emailed requesting her book be removed from our website and that she expected compensation. On October 19th she emailed asking why her book was still appearing on the website.  We replied the next day explaining that it sometimes takes a while for our website to update itself and pointed out that all three formats were no longer on our bookstore.  We also advised that removal from the full distribution network required the completion of a specific form which we attached to our reply and she returned.  Notifications to the network partners were made the following day.   In addition she was advised that “although it is too late to refund what you’ve spent on your publishing package, Balboa should still be able to help you with your print quality concerns.”   
Refund Policy
According to the refund policy as stated in the Self-Publishing Services Agreement she signed, she is no longer eligible for a refund on her publishing package. A copy of the agreement was attached to our original response.
The refund policy is found in Section 10 of the agreement and reads:
10.1 Refunds following Termination. Unless specifically noted in this Section, if You terminate the Agreement, or any Service Order, You shall remain liable for payment of the balance of any payments due pursuant to any outstanding unpaid Service Orders or for any unpaid amounts for Additional Services, and no refund shall be due to You.
Exception for the Publishing Package:
You may be entitled to a refund of all or a portion of the amount You paid for a Publishing Package. The refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service Order. All other Services are non-refundable after purchase. You shall be entitled to a refund of the amount paid for the Publishing Package as follows:
a. Prior to submission of the manuscript: 100% [less a $150 (USD) setup fee]
b. After (a) above and prior to start of interior design work: 50%
c. After (b) but prior to final sign-off 25%
Irrespective of (a-c) above, after six (6) months from the Effective Date no refund is due to You.
As her project no longer qualifies for either a, b, or c of the refund options listed above and in the agreement, it does comply with the after six (6) month clause. 
She activated the agreement on February 13, 2015 with refund eligibility expiring on August 13, 2015, six (6) months after the effective date of the agreement.   The refund request for her publishing package occurred in October 2015.
In summary, she has been reimbursed for her book order and shipping and acknowledges receipt of the funds. In accordance with the terms of her self-publishing package, she is no longer eligible for refund. Her project has been cancelled at her request.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address the steps and timeline for calculating royalty earnings and their remittance and the fulfillment of the marketing services Mr. [redacted] purchased.
Mr. [redacted]’s book [redacted] entered into the print-on-demand distribution channel in...

June of 2014. Since then [redacted] has been available for online retail sites to list for sale. A listing does not guarantee sales of a book, and each retailer within our distribution network retains the right to list or not list a book.
Calculation of Royalties and Payment Schedule
To verify sales, a report is provided by each of our print partners and eBook distributors after every sales quarter throughout the year. Once received the information is collated, verified for royalty eligibility and audited by our Finance department to ensure accuracy. 
The royalty timeline and payment information is clearly stated in the Services Agreement Mr. [redacted] signed when he purchased his publishing package, copy attached.  In Section 8 Your Royalties, the timeline and threshold requirements are stated in subsection 8.2 Royalties Timing of Payment as follows:
Royalties shall be determined each calendar quarter, and payment, if applicable, will be issued per the following schedule: first quarter (for sales January through March) payment by May 31, second quarter (for sales April through June) payment by August 31, third quarter (for sales July through September) payment by November 30, and fourth quarter (for sales October through December) payment by February 28 of the subsequent year. The timing of actual receipt of the payment by the author may occur after these issuance dates, due to a variety of factors including, but not limited to, transit time in the mail. In addition, We are not responsible for Our banks’ inability to process Electronic Fund Transfers in a timely manner, which may delay the issuance of and Your receipt of the royalty payment.
If Your quarterly determination of Author Royalties in any calendar year exceeds seventy-five ($75) dollars, the payment shall be issued to You according to the schedule above. If the quarterly royalties due are equal to or less than seventy-five ($75) dollars, the quarterly Royalty amount will be carried forward and added to the subsequent quarterly Royalty amount due (the “Cumulative Author Royalties”). Until the Cumulative Author Royalties exceed seventy-five ($75) dollars, each quarterly Author Royalties will be carried forward and added to the Cumulative Author Royalties. Cumulative Author Royalties at the end of a calendar year will be issued to You by February 28. Any Author Royalties You are entitled to will be reduced by any outstanding amounts You owe to Us and/or are subject to garnishment.
An investigation of Mr. [redacted]’s sales and royalty data was requested resulting in the attached Sales and Royalty Data report.  The report has two sections: 1) the Sales Informer Report, a compilation of the sales data and corresponding royalty earnings reported by our print and eBook distribution partners for Mr. [redacted]’s title from its release in the 2nd Quarter 2014 thru the 2nd Quarter 2015, and 2) the Payment History report listing when and how his royalties were paid.
The Sales Informer Report tab lists each order placed, its invoice number, order category (retail, consumer, wholesale, etc.), quantity, net sale of the order, how the royalty was calculated, royalty amount, where the order originated, and book format.  A comparison of the sales data with the royalty statements available for downloading on Mr. [redacted]’s Author Center account confirm they are in agreement. A copy of the royalty statement is also include for reference.
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. 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] elected to enrolled in our Electronic Funds Transfer (EFT) program in November 2014, which means his royalty payments will be direct deposited directly into his bank account instead of being mailed via paper check.
The Payment History tab of the Sale and Royalty Data report shows the royalties earned by quarter and the payments made. In Quarter 2 of 2014 he earned royalty however, because the amount did not meet the threshold for payment by check, it was carried forward to the following quarter.  Mr. [redacted] enrolled in the EFT (Electronic Funds Transfer) payment program in November 2014 and has subsequently received royalty payments via EFT.  Although the first EFT payment was rejected by his bank for incorrect banking information on file, Mr. [redacted] updated his banking information and royalties have been successfully transmitted since. Mr. [redacted] has received payment for royalties from the release of his book thru Quarter 1 2015. 
Marketing Services
Mr. [redacted] purchased a Value Marketing Package in November 2014. This service includes three services: the Book Review Campaign, Email Marketing Campaign, and Press Release Essential service. Mr. [redacted] states that he has not received a response from the Press Release service.
Attached is a document containing several communications regarding Mr. [redacted]’s press release.  Included are: 1) the approval of the press release, 2) the press release, 3) an email from February 17, 2015 with information about the Press Release service with reference to the Fulfillment Report.  4) the listing the media outlets to which Mr. [redacted]’s Press Release was sent, 5) an email from March 14, 2015 with an update on the press release, 6) the one month report for the release.
As Mr. [redacted] was notified of the fulfillment of the service, he may mean that he did not receive a significant increase in sales of his book after the Press Release campaign was fulfilled. Marketing services are not a guarantee of book sales—the final decision about whether to purchase a book rests with the consumer, and Xlibris cannot guarantee sales of any book.
In summary, Mr. [redacted] has been accurately paid all royalties on sales of his title in accordance with the royalty schedule of his Services Agreement. The Press Release service has been completed in full thereby making it ineligible for refund.
We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns.
Sincerely,
Elaine [redacted]
Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to clarify for Mr. [redacted] the steps we have taken to honor his concerns.  Yesterday we received your notification of his dissatisfaction with the methods used to issue his refunds and return his materials. Immediately upon receipt of his response, we reviewed our records to confirm whether the monies returned to the two credit cards he used to make the purchases were accepted or rejected by the card company. The Finance Department reviewed the refunds and confirmed that all three transactions were accepted by the credit card company Mr. [redacted] had selected. The refund amounts and transaction numbers were provided in our original response. Mr. [redacted] states that AMEX is requesting the card number, proxy number or serial number. In keeping with privacy rules and regulations, we do not retain the full credit card numbers of our clients; for identification purposes, we retain only the last four digits of the cards. Since access to the full credit card number is unavailable to us, we are only able to provide partial information, the last four digits of the card number. We have listed these numbers below with each of the transaction IDs. $319.75 to Amex ending 2382 via transaction ID [redacted]  $229.15 to Amex ending 2382 via transaction ID [redacted]. $199 to Amex ending 7707 via transaction ID [redacted]. Mr. [redacted] states that the AMEX cards he used were prepaid cards. We suggest that he refer to the information provided to him when he purchased the prepaid card for more details and any other reference numbers or instructions about using the card. We have honored his refund request. AMEX accepted the refund transactions; we no longer had any control over the funds. Only if AMEX should return the funds to us can we make alternate provisions for the refund.  Since AMEX is in possession of the funds, we suggest that Mr. [redacted] should reach out to them to redeem his funds. We have found that prepaid and recently cancelled cards take longer for the card carrier to process. Regarding the return of his manuscript via flash drive… Submission of electronic copies of the author’s manuscript and materials are preferred.  We request that the author retain the originals of their work. Mr. [redacted] submitted his materials via a flash drive and we returned a flash drive containing those materials to him on October 18, 2017 via first class mail. Mr. [redacted] has provided a PO Box address, limiting carrier options to the US postal service.  Deliveries to PO Boxes enjoy greater security and preserve privacy as only the key holder has access. We trust this information clarifies the actions taken to honor Mr. [redacted]’s requests. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to clarify further the calculation and payment of royalties for Ms. [redacted]s book [redacted]. On March 19, 2015, Ms. [redacted] purchased the Storyteller Publishing Package from Archway Publishing for $1520.00. She elected to pay in...

installments which added a non-refundable $75 Payment Plan Fee for a grand total of $1595.00. She signed the Installment Payment Agreement and the Services Agreement (copy attached) on March 25, 2015. Ms. [redacted]s book, [redacted], was published with her approval on August 4, 2015. In her filing Ms. [redacted] states that she believes that she has been paid royalties differently that what her agreement states and is owed back royalties. We have reviewed her account and found that the terms of her Services Agreement  have been followed and she has been paid royalties at 50% of NET sales in accordance with Schedule A, section 1 (copy attached) of her agreement.  Please accept the following information as clarification of how her royalties were calculated and paid.   Royalty Calculations The agreement states that she is to receive 50% of the NET sales of the book less the cost to print the books and any taxes, shipping charges or returns. Examples showing how the NET sales are calculated can be found in the FAQs located in the Resources section on the Archway Publishing website. Reviewed together, the examples demonstrate that where the consumer purchases a book makes a difference in the NET sales and the author’s royalty.  The FAQs also provide information regarding the Suggested Retail Price and its relationship to the calculation formulas and royalty.    As a consumer one may purchase a book directly from the Archway Publishing Bookstore Website or choose to purchase thru any of the bookstores or on-line retailers in our distribution network.  When a book is purchased thru our distribution network, the wholesaler or retailer receives a standard industry discount to fill the orders they receive from consumers. When a book is purchased directly through the Archway Bookstore Website no wholesaler is involved thus eliminating the wholesaler discount from the royalty calculation. Subsequently, where the consumer purchases the book will be a factor in the NET used in the royalty calculation.   Below are examples of the royalty calculations for her book using the formulas posted on our website and the costs specific to her book: A typical purchase through a retailer or wholesaler:                 $12.45 (SRP “Suggest Retail Price” of [redacted])                 -$6.85 (55% industry standard wholesale discount)                 =$5.60 (Net cost after wholesale discount)                 -$5.22 (COGS “Cost of Goods Sold)                 =$0.38 (Net after COGS)                 x 50% (Royalty Rate)                 = $0.19 (Royalty Earned from a retail sale)   A purchase directly through the Archway Publishing Bookstore Website $12.45 (SRP “Suggest Retail Price” of [redacted])                 -$0.00 (No wholesaler involved; no discount)                 =$12.45 (Net cost)                 -$5.22 (COGS “Cost of Goods Sold)                 =$7.23 (Net after COGS)                 x 50% (Royalty Rate)                 = $3.62 (Royalty Earned from an Archway bookstore sale)   Cost of Goods Sold Ms. [redacted] questions the print cost of her book citing some information she sourced online.  In reality, the COGS portion of the above calculations represents an average of the print costs from all of our printers in the distribution network for a book with the specifications that mirror her book.  This means that, for example, if a book is purchased in the USA for delivery in the USA, it will be printed by the nearest print partner to the delivery point; if purchased in Australia for delivery there, it will be printed by our print partner in Australia; if earmarked for the UK, our UK print partner will print the book, and so on.  This fulfillment method provides a quicker delivery, eliminates customs fees and international shipping costs and allows her book to be offered globally without added costs.   Her book is a color book making it more costly for our print vendors to produce than a basic book with only black ink. The costs of color printing vary from printer to printer depending upon the printer location, their suppliers, the machinery/ equipment used and the labor force. Each print partner provides their print cost and we average them resulting in the cost of $5.22 per book for her title.  Many factors go into each printer’s COGS including their costs for cover stock and special finishes, binding glues and other materials, paper weights and finishes of interior pages, and colored inks; plus the cost associated with the number of ink passes and test pages required for their equipment/machinery to produce the book, the human capital required to run the machinery, collate the pages, apply the binding and prepare the book for shipping. Even if a book is ordered through Amazon, print costs still apply as a copy has be to printed and Amazon places orders for Archway Publishing color titles through a wholesaler.   Book Price and Sales Net Another factor in the royalty amount is the price of the book. Per Schedule A, section 4 of the Services Agreement, Archway selects a default minimum and maximum price range for all versions of the book. The author may adjust this price provided it stays within the allowable price range. In most situations, a higher book price would mean a larger margin for royalties. This is why color books tend to have higher retail prices than black and white books. All of this information is readily available to the public at any time on our website in the FAQ section on Pricing and Royalties including the royalty formula used above. In the example provided on the site, the specifications of the book are meant to show how the royalties are calculated once the retail price has already been agreed upon by Archway and the author. We make this information available so that authors can better understand the implications of the retail price they choose has on their royalties. Earned Royalties and Payments Made A detailed sales report showing all sales of her book from August 4, 2015 thru end of Quarter 2 along with royalty payments made to her is attached.   This sales audit of her ISBNs found that a total of ten (10) print copies of her book have been sold, all at wholesale or retail; no e-books have been sold.  Royalty statements confirming the audit are available to her thru her password protected account on the Archway website. The report shows that she has been paid via electronic transfer for all sales through the first quarter of 2016. Her electronic payment for the second quarter will be issued within 60 days of the close of the quarter (late August or early September). To date, we show that her royalties are being calculated per the agreement she signed in March of 2015.   To avoid federal tax withholding on future royalty payments, she must complete a W9 form. The form may be completed thru her author account on our website or she may print a copy, complete it and mail the signed form to Archway Publishing, Attn: Royalties 1663 Liberty Drive, Bloomington, IN 47403. In closing, royalties for the sales of Ms. [redacted] book have been calculated in accordance with the terms of her Services Agreement.  All royalties due her have been paid excluding the second quarter 2016 payment which will be issued via electronic transfer in late August or early September in accordance with payment schedule stated in her agreement. Should she wish to avoid the deduction of federal tax withholding from her payments, she must fill out a W9 form and submit to Archway Publishing. We trust this information clarifies for Ms. [redacted] the royalty terms of her services agreement. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to clarify our distribution network for Mr. [redacted] and the services contained in his publishing package. On May 30, 2014, Mr. [redacted] purchased an OnLine Platform Publishing package from WestBow Press at a discounted price of $2679.33. Mr. [redacted]...

writes that he was told by his publishing consultant around the end of May 2014 that he could exclude Amazon from distributing his upcoming book.  Amazon Distribution Exclusion—Pre Contract tAs any request to alter the provisions of the services agreement is outside the prevue of the Publishing Consultant, we initiated a review of the interactions between Mr. [redacted] and his publishing consultant, R[redacted] M[redacted].  A synopsis of their communication regarding Amazon follows and a more detailed account is attached for your reference.  The review found that Mr. [redacted] and Mr. M[redacted] began their communications the first part of February 2014, sharing information about Mr. [redacted]’s work.  He was directed to the WestBow website for package comparisons and listings of the elements included in each.   The Amazon exclusion was first mentioned on March 3, 2014, when Mr. [redacted] revealed that he was not interested in self-publishing or having his book listed on Amazon.  We found no offer by Mr. M[redacted] to comply with the Amazon exclusion request. On April 30th Mr. [redacted] inquired about and subsequently declined a special discount offer expiring that day, stating that he was unsure with whom he would publish but that it would not be with us.  Later that day he disclosed the name of the publisher he had chosen, stating that they were cheaper but no reference to his desired Amazon distribution exclusion was mentioned. A month later, on May 30th Mr. [redacted] inquired about the difference between two WestBow Press packages and purchased the OnLine Platform Publishing Package, agreeing to the provisions of the Services Agreement by affixing his signature.  We found no objections to the agreement or special consideration requests made. A copy of the services agreement is attached for your reference.   We found no evidence to support Mr. [redacted]’s claim that he was promised an exclusion of his title from Amazon listings and distribution by his publishing consultant.     Amazon and the Online Platform Package The Online Platform Publishing package includes numerous services. A list of those services is attached for your reference.  The listing may also be found in the Packages Section of the WestBow Press website or thru this link:  http://www.westbowpress.com/Packages/OnlinePlatform.aspx . The package is designed to position the title conveniently for consumer discovery using a variety of online resources.  In addition to social media and author website setups, the online resources include our extensive distribution network which assures channel distribution to 25K retailers worldwide and listings on the major online bookseller sites--Amazon.com, Barnes&Noble.com and Google.  Thru the online marketing features of these booksellers (Amazon’s “Look inside”; Barnes & Noble’s “Read Instantly”; and the Google Preview) the consumer can replicate the brick and mortar bookstore selection experience when making an online purchasing decision.  Amazon Distribution—Post ContractMr. [redacted] also writes that in 2015 after submitting his manuscript he again brought up the question of excluding his title form Amazon.  In early April 2015 he was advised by his Check-in coordinator, Sarah S[redacted] and the Assistant Production Manager, Mr. Rich [redacted] that this exclusion is one we are unable to provide.  Although Mr. [redacted] states he spoke with a representative of our legal department, Mr. L[redacted], and received a different response, Mr. L[redacted] confirms he told Mr. [redacted] that he was unsure if this request was possible.  We have advised Mr. [redacted] that restricting Amazon from offering a specific title for sale is beyond our ability to guarantee.  Our distribution network partners are intertwined making them dependent upon one another.  The network is comprised of multiple printers, distributors, wholesalers, retailers and e-tailers working together to make it possible for a book to reach the consumer.  Although the network is made up of separate companies they are bound by contractual agreements to perform specific services.  When a title is released to print, the following happens:  the printers install the files in their system and notify their distributors/wholesalers;the distributors/wholesalers add the title to their database catalog of books that can be purchased thru them; the retailers/e-tailers upload the catalog info and list the title on their websites and/or store databases the consumer sees the title and decides to order from a retailer/e-tailer the retailer/e-tailer orders from one of their wholesalers or distributors;the wholesaler/distributor orders from one of their print partners; the printer prints and ships the book     Amazon does not limit itself to a single resource for filling book orders. They have agreements and arrangements with multiple distributors and wholesalers to supply them with merchandise.  The printers, wholesalers and distributors in our network are also in the Amazon supply channel.  Subsequently, to ensure his book is not available thru Amazon our full distribution network must be excluded from offering the book. As an alternative Mr. [redacted] was advised several times by the Assistant Production Manager that he may choose to exclude his title from the entire distribution network (including the WestBow website) and retain the personal option to purchase copies either in volume or small quantities.  These purchases are ineligible for royalty status; however, he may sell them at whatever price he desires and keep the difference as his royalty. In choosing this option, it is important to keep in mind that once a book is purchased it may be passed on from consumer to consumer, finding its way to the remainder market and potentially to the Amazon Marketplace where used books are offered for sale. EditingMr. [redacted] contends that he was also told by his Publishing Consultant that he would receive full editing of his work.  In our review of the interactions between Mr. [redacted] and Mr. M[redacted] (copy attached) we found no reference to editing.   As shown in the description of the Online Platform publishing package he selected, copy attached, editing services are not included. However, the package does include an Editorial Assessment (description attached for your reference).  The assessment evaluates sections of the manuscript for editorial quality and publishing readiness. A portion of the work (typically the first chapter or about 1700 words) is edited and provided as a sample edit with a general overview and constructive comments toward improvement.   Mr. [redacted] was contacted regarding the recommendations of the Editorial Assessment and given a quote should he choose to proceed with additional editing thru WestBow Press.  Mr. [redacted] was made aware that he may choose to ignore the recommendations, employ an editor other than a member of WestBow Press’s editorial staff or edit the work himself.   Review of the BookMr. [redacted] questions the resource used for the “review of the book.”  Since there are two (2) services included in his package where a review would be conducted, it is unclear to which he is referring. The Editorial Assessment (description attached) and the Content Evaluation services contain reviews that look at different aspects of the work and are performed by WestBow Press staff specializing in those areas. The Editorial Assessment team is comprised of freelance editors, employed by the job and working remotely.   The Content Evaluation team consists of permanent onsite staff members who review the work for compliance with the editorial standards as described on the WestBow Press website at: http://www.westbowpress.com/Whywestbowpress/editorialstandards.aspx. Refund RequestSchedule A, Section 5, Refunds of the Services Agreement reads:If AUTHOR terminates this agreement for any reason other than a breach of contract by PUBLISHER, AUTHOR agrees to pay PUBLISHER any amounts due on services purchased. PUBLISHER will refund amounts paid by AUTHOR as follows: Prior to submission of manuscript                            100% less a $150 setup feeAfter submission, but prior to interior design                       50%After interior design, but prior to final sign-off                   25%After six months from contract date                                       0%          As Mr. [redacted]’s agreement was signed on May 30, 2014, and his request for refund was conveyed on April 3, 2015, it exceeds the six month refund eligibility window.  Subsequently his request for refund is denied. In summary, a review of his account found no evidence to confirm Mr. [redacted]’s claims that he was promised a full edit of his book at no cost and that his title would be excluded from Amazon distribution only by his Publishing Consultant. The Editorial Assessment of his publishing package was completed and recommendations made which he may choose to act upon or ignore.  Mr. [redacted] may exclude Amazon from selling his book by declining the release of his title to our entire distribution network which includes the WestBow website.  In so doing his title will remain orderable by him personally through the WestBow Press book department.   In accordance with the terms of his Services Agreement, his package is no longer eligible for refund, therefore his refund request is denied. Should Mr. [redacted] desire to continue with the production of his book, we are willing to allot the necessary resources to complete his book.   We trust this information provides clarification of Mr. [redacted]’s concerns.  We await his direction on whether he wishes to continue with the publication of his book thru WestBow Press. Sincerely, Elaine [redacted]Manager of Author Satisfaction

Dear Revdex.com,   Thank you for the opportunity to investigate Mr. [redacted] refund request.   Mr. [redacted] signed up to publish his book with Xlibris on November 7, 2011. He purchased a Black and White Basic publishing package taking advantage of a promotional rate of $325 from the...

regular $649 price.   Mr. [redacted] contacted Xlibris on December 4, 2014, three years from the date of his purchase, to request the cancellation of his publishing package. Per the Term and Exclusivity section of the September 2011 publishing services agreements under which purchases in November 2011 are governed, after six months has elapsed from the date of the service order the author forfeits any right to claim a refund for monies paid for the services.   Any requests for refund that deviate from these terms are subject to review and approval.   In light of Mr. [redacted] circumstances, Xlibris submitted his request for review and will be granting an exception. As of this writing Mr. [redacted] full refund is being processed and should be completed within 3-4 weeks.   As Mr. [redacted] complaint provides no physical address where a check can be sent, we must confirm his current address in order to complete the refund. Several attempts to reach him by phone at the number supplied in his complaint have been made unsuccessfully.  In addition we are unable to leave a voice mail as no operational voice mail box is available.  We encourage Mr. [redacted] to contact us with his current mailing address so we may complete his refund.  We will continue to coordinate with him until the refund process is completed.   We hope the information provided with this letter illustrates the steps we have taken to address Mr. [redacted] concerns. Please let us know if additional steps need to be taken for an amicable close to this case.   Sincerely,   Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to clarify the payment of Mr. [redacted]’s royalties and his request for promotional services. Mr. [redacted] signed up with Xlibris on February 24, 2010 to publish his book entitled “[redacted]”. The book completed its publication process...

and was made available for sale with Mr. [redacted]’s approval on July 30, 2011.  RoyaltiesXlibris pays royalties to authors based on the quarterly royalty schedule below. Royalty earnings accrued throughout a sales quarter will be compiled and paid within forty-five (45) days of the quarter’s end.·               First Quarter: January 1 – March 31 (Payments are made end of May)·               Second Quarter: April 1 – June 30 (Payments are made end of August)·               Third Quarter: July 1 – September 30 (Payments are made end of November)·               Fourth Quarter: October 1 – December 31 (Payments are made end of February)Royalties are paid quarterly following a $25 threshold requirement. Royalty for the first, second and fourth quarters must amount to at least $25 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 third quarter regardless of the amount. Checks are sent to the address on record as provided by the author.  Authors are responsible for providing changes in their mailing address and may do so thru their Author Center account or by contacting our Customer Support staff by phone or email.   Mr. [redacted]’s Royalty Statements and PaymentsOn November 5, 2014, Mr. [redacted] alerted our Royalty Helpdesk that he had not received royalty checks for his book.   As we take seriously the payment of royalties, we immediately began an investigation of his sales and royalty payments. The results of our research are itemized in the Royalty Payment and Statement Reports document attached.  The report has two (2) sections—one listing sales data and the other royalty payments made.  Statements of sales made and royalties earned from sales of his work are posted to Mr. [redacted]’s online Author Center account via the Xlibris website. A copy of his Royalty Statement Report is attached as part of the Royalty Payment and Statement Reports document.   The Royalty Payment Report lists the quarters that royalties were earned, check numbers, issue dates, taxes withheld, and check amounts along with the addresses of record at the time the checks were sent.  Please note that in 2011 and 2012 three (3) checks were issued.  The 2011 check was neither cashed nor returned; the two (2) 2012 checks were returned as undeliverable.   No sales have been reported after 2012.  Our investigation found that Mr. [redacted] had changed his address several times which may have contributed to his checks not reaching him.  As the first check was not returned or cashed, we are unable to discern if he received it.  The address for the other two checks was different yet the checks were returned as undeliverable and attempts to reach him to verify his address were unsuccessful.   An updated address was provided with his November 5, 2014 inquiry.   In addition, please note that for two (2) of Mr. [redacted]’s checks, federal taxes were withheld. We are required by the Internal Revenue Service to withhold federal tax unless a completed W-9 form is on file. This form was later completed and filed resulting in no federal taxes withheld for payments made in the quarters following its receipt.Re-issued Royalty Payment CheckAs attempts to provide Mr. [redacted] with his royalties were unsuccessful in 2011 and 2012, we re-issued a check for the royalties earned during that period.  The check was issued on November 21, 2014 and appears on the attached Royalty Payment Report.  The check was sent to his most recent address in Taiwan and has been cashed.   Additional Royalty Payment As a result of our research we found that payment for two (2) royalty earning sales was outstanding.  Those sales are outlined in red on the attached Royalty Statement Report and are dated June 27, 2011 and August 15, 2011 respectively.    As payment should have been included in the payout quarter for 2011 (Quarter 3), a check for payment was expedited and mailed to Mr. [redacted] on November 11, 2014 to his current address in Taiwan. The check has been cashed. Compensation RequestMr. [redacted] has stated that in addition to the marketing and promotional services included in his publishing package he seeks the following promotional services as compensation for the missed payout of royalties: Website Redemption……….$287.0010 Paperback Copies……….$199.00Hollywood Service……….$1999.00 We have explained to Mr. [redacted] that due to the cost of the services requested, we cannot accommodate his request.   We have, however, offered to provide services worth $686--the website redemption service which he requested (valued at $287) and a publicity campaign (Press Release Essential 100) valued at $399.  Mr. [redacted] declined our offer and insisted on getting the services he specified.   In summary, we apologize to Mr. [redacted] for any inconvenience the incorrect royalty payout has caused him.  Although royalty checks were mailed to Mr. [redacted] in 2011 and 2012 to the address of record they were returned as undeliverable and a valid address was not received until November 2014.  Subsequently within a few days of receipt of his current address, the returned checks payment was re-issued and an additional payment for two (2) sales missed in 2011 followed the next week.  As both checks have been cashed, Mr. [redacted]’s royalties have been paid in full.   Mr. [redacted]’s publishing package is no longer eligible for refund as all services have been fulfilled. Mr. [redacted]’s demand for specific promotional services has been denied and a counteroffer tendered and declined by Mr. [redacted].  We trust this information illustrates the steps we have taken to address Mr. [redacted]’s concerns. Sincerely, [redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to review and describe the steps taken to honor Ms. [redacted]’s request for a refund. Ms. [redacted] purchased the Video Plus publishing package on December 31, 2015 for the discounted price of $3299.50.  She paid in full at the time of purchase.  ...

Ms. [redacted] had yet to return the signed Terms and Conditions when she was emailed by her Marketing Services Representative, Denise J[redacted], on June 17, 2016, that the Personal Email Campaign included in her publishing package had been discontinued.  She was provided another option to replace that service at no cost to her.  Ms. [redacted] responded the same day requesting a full refund of the publishing package.  Christopher C[redacted], Sales Refund Specialist, phoned her to inquire about her refund request.  He told Ms. [redacted] that she would receive a full refund since her signed Terms and Conditions had not been returned and that the timeline for the refund was 21 days.  She agreed with what was said. On July 1, 2016, her refund request paperwork was approved for payment. Finance was notified to prepare a check payment and on July 5, 2016 the payment was scheduled.  Ms. [redacted] writes in her filing that Eugene H[redacted], Global Director of Author Satisfaction said “I would definitely have my refund of $3,300 sent to me by Friday July 15th and it would be UPS to me.”   This is exactly what happened.  Her refund check was cut and sent via UPS on Thursday, July 14, 2016, tracking number [redacted].  According to the UPS website, the check is currently in Ms. [redacted]’s home state of [redacted].  She should be receiving the check within the next couple of days. All of this transpired within the 21 days promised by Mr. C[redacted] on June 17, 2016.  In closing, Ms. [redacted]’s refund was processed with the 21 days promised by Mr. C[redacted] when she requested her refund on June 17, 2016.  The check was cut and sent via UPS exactly when Mr. H[redacted] said it would.  The tracking number is provided above so Ms. [redacted] can track the check.  It should arrive within the next day or two. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Thank you for the opportunity to explain the steps taken toprovide copyediting for Ms. [redacted] manuscript. Ms. [redacted] signed up to publish her book with Xlibris onJanuary 6, 2015. She purchased a Black & White Premium publishing packagetaking advantage of a promotional rate.  The...

package includes a copyediting servicewhich follows the Oxford Style Manual. Throughout the manuscript the only outright changes that thecopyediting service will make concern obvious spelling errors, the use ofpunctuation and obvious grammatical errors. The editors will also provide valuable constructive comments andsuggestions where the editor thinks some sentences can be improved or recastfor coherence, conciseness and readability. Any actions regarding these suggestions and comments are at the discretionof the author.  A Copyediting ConsultationChecklist is also supplied with some style questions to be answered andinformation about what the service does and does not include. For additionaldetails about copyediting and the accepted margin of error, please reference FAQlink below on the Xlibris Australia website.  http://www.xlibris.com.au/faq/Editorial.aspx#Editorial Following the submission of her manuscript and the copyeditingconsultation checklist, copy attached, Ms. [redacted] manuscript was endorsed foreditorial fulfillment on May 15, 2015. The edited manuscript was sent to Ms.[redacted] for review and approval on May 26, 2015.  A copy of the approval form with instructionis attached for your reference. As we received no response within a reasonable amount of time, afollow-up email was sent to Ms. [redacted] on June 9, 2015 and another on June 30,2015.  Attached is the email stringendorsing the edited manuscript to Ms. [redacted] for review, our follow-up emailsand the request for a sample of the errors she found.  In addition, phone calls seeking status of thereview were placed on June 10th, June 18th, June 23rd,June 26th and June 29th.    On June 30, 2015, Ms. [redacted] returned the phone call of theprevious day but was the representative was unavailable at the time.  Also on June 20, 2015, Ms. [redacted] responded toour email inquiries about her review of the copyediting and expressed herdisappointment with the edit, claiming it contains grammar, spelling andpunctuation errors. Yet she provided no specifics, examples or other comments.  Immediately, her representative responded withan email requesting her assistance by providing more specifics with pagenumbers as instructed in the copyediting approval form.  The representative also advised that we donot want to delay the publishing of her book and her assistance would help usto validate her concerns and allow us to address them appropriately.  No response was received.  To validate Ms. [redacted] claim, a senior editor reviewed themanuscript finding several instances where adjustments failed to be noted.  As expressed on the Xlibris Australia website(see link above), copyediting services are subject to a margin of error.  A management review of the concern wasconducted and on July 14th an offer to re-edit her manuscript at noadditional charge was made.  Ms. [redacted]accepted the offer and stated that she would send us the manuscript on Friday.    In summary, Ms. [redacted] will be sending a manuscript to be used fora second copyediting service. Upon its receipt and with Ms. [redacted] consent wewill execute another copyedit of her manuscript at no cost to her.  Once completed the new copyedit will besubject to her review and approval in accordance with the description on theCopyediting Service Approval Form.    We hope the information provided with this letter illustrates thesteps we have taken to address Ms. [redacted] concerns. Please let us know ifadditional steps need to be taken for an amicable close to this case. Sincerely, Elaine H[redacted]Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to respond to Mr. [redacted]’s rebuttal response and feedback. Mr. [redacted] questions the legitimacy of the special pricing her received on his publishing package. All our publishing packages are described on our website with an itemization of the services included and the list price for the package. Each month we offer different specials on our services. These specials vary and are posted on our website. The offers may be on all or just some packages or marketing services. In November 2016 Mr. [redacted]’s package listed at $1899 and he purchased it for $949.50, a 50% discount. This month the offer is 10% off; next month promotional offers may feature other services. Content Review Prior to proceeding with the fulfillment of a publishing package we require a signed Services and Distribution Agreement from the purchaser (copy attached). This agreement contains the terms and conditions of our agreement with each other.   Compliance with our content guidelines as set forth on our website is referenced in Paragraph 2 of the Fulfillment and Services section and in the Representations and Warranties section.   These guidelines provide information about what we look for in reviewing manuscripts and materials and best practices for ensuring ones work meets those standards.  They can be found at the following link: http://www.xlibris.com/faq/Content_Evaluation.aspx#Content.   As stated in our original response we conducted multiple content reviews. Each review pointed out the guideline(s) that were not in compliance and what the author must consider to satisfy those content requirements. In Mr. [redacted]’s reviews, the same type of issue continued, thus the considerations he must use in revising his work were repeated.    Cancellation & Refund When Mr. [redacted] cancelled his publishing package, he became eligible for refund as stipulated in the Termination and Refunds section of his services agreement and the Installment Payment Plan Agreement (coy attached), paragraph 3, as follows:   Per the Services & Distribution Agreement: If You terminate the Agreement, or if We terminate the Agreement for Cause (as defined below) at any time or without Cause after We have fulfilled the Publishing Services and Marketing Services, Refunds will be issued as follows: • For Publishing Packages: o Prior to submission of Your Manuscript § 0-90 calendar days after the purchase: 100% of purchase price, less $150 or 10% of the purchase price, whichever is greater § 91-180 calendar days after the purchase: 50% of purchase price § More than 180 calendar days after the purchase: No Refund     If at any time after submission of Your Manuscript, We terminate this Agreement because Your Manuscript or Your Work do not comply with our Content Guidelines, in Our sole discretion, We will withhold an additional fee of $150 from any Refund owed to You. Per the Installment Payment Plan Agreement: 3. Non-refundable processing fee. A one-time, non-refundable processing fee of $30.00 (Processing Fee") will be assessed and added to Your first payment under this Payment Contract. If You later seek, or become eligible, for a refund pursuant to the terms of the Agreement, the Processing Fee shall not be refunded and shall be deducted from the amount of any refund issued to You. As stated in our original response, Mr. [redacted] has been refunded according to the terms of his signed agreements. His request for additional compensation is denied. Sincerely, Elaine H[redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr. [redacted]’s request for a partial refund of his book order. Mr. [redacted] writes that his author discount on book purchases and per book shipping costs have remained the same since 2003. Since that time, many changes have occurred in the...

publishing industry including the rise of costs for the printing, packaging and delivery of books.  In the spring of 2009 Trafford Publishing was acquired by Author Solutions and as a courtesy, we honored the generous discount for small quantity orders. Now, after 14 years, we are no longer able to offer this small quantity discount.  Going forward, orders placed by Mr. [redacted] will be subject to the discount schedule posted on our website. Author discounts are based on the quantity of books ordered at any given time, increasing as the quantity of books on the order increases. The discount schedule for Trafford author orders can be found in the FAQ section of our website at http://www.trafford.com/FAQ/BookSalesOrdering.aspx. As noted there, in addition to the number of books ordered, the discount rates are classified by the purchase date of the title’s publishing package(s). Mr. [redacted] purchased his three (3) publishing packages in February 2003, April 2006 and January 2009, qualifying them for the discount schedule given for packages purchased on or prior to August 31, 2015. These volume discounts are based on the cover price of the book and, for your convenience, are listed below.  Book Order discounts by quantity: 1-24 = 30% discount 25-49 = 35% discount 50-99 = 40% discount 100-249 = 45% discount 250-499 = 50% discount 500-999 = 55% discount 1000-1999 = 60% discount 2000+ = Call for Quote   On June 23, 2017, Mr. [redacted] placed an order for copies of the three (3) titles he has published with Trafford. The items on the order are listed below:                 10 softcover copies of [redacted]                                         ...⇄ $139.65                 1 free softcover copy of [redacted]                                   ...⇄ $0.00                 7 softcover copies of [redacted]         $156.55                 6 softcover copies of [redacted]           $96.39   This order was for a total of 24 books qualifying it, per the discount table, for the 30% discount category which he acknowledges receiving.  The shipping and handling cost for this order was $60.21 for an order total of $452.80. From his filing it appears that his Book Consultant failed to recap his order and its pricing with him explaining the discount he would be receiving.  We apologize for this oversight. Regarding the shipping cost, we recently updated the way our system calculates shipping charges so that they will be calculated more accurately. Shipping and handling costs are determined by weight, destination and the carrier and print vendors used to fulfill each of the items in the order. We apologize that this change resulted in a higher shipping cost than Mr. [redacted] had expected. Although the order in question was placed correctly in accordance with our discount policy, we understand that Mr. [redacted] was accustomed to receiving a larger discount and as a one-time courtesy we will offer a refund in the amount of $157.91 to the credit card used to make the purchase via Transaction ID [redacted] dated 8/8/17. Future orders will follow the discount schedule above and the shipping charges will be calculated by our updated system and may result in higher charges. In closing, after reviewing the most recent book order placed by Mr. [redacted], we found that it was placed in accordance with our author discount policy. Because he has received larger discounts on book orders in the past, as a courtesy to Mr. [redacted], we are offering a one-time refund of $157.91. Future book orders will be placed using the discount schedule above as well as shipping calculated by our updated system. 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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
The requests for photo permissions will be easy to get
Regards,
[redacted]

Revdex.com:
Although 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--I have some concerns.
Why has it required the intervention of Revdex.com before xLibris finally agrees to act on my request for a full refund?
Why am I being penalized $200 when my entire book, despite my efforts to cooperate with the publisher's guidelines, is being summarily rejected for publication?
  I will wait to receive a check from xLibris and, if so, will consider this complaint resolved.
Regards,
[redacted]