Author Solutions, LLC

Dear Revdex.com: Thank you for giving us the opportunity to address Mr ***’s remaining concerns Mr [redacted] states that the agreement form he was sent “does not reflect the agreement at all.” He has attached the Installment Payment Agreement, which was sent when he first purchased the marketing services It was inadvertently sent again on November 5, as the Contract Control group had not yet been notified of the cancellation and refund of the services This agreement clearly references the non-refundable processing fee of $(section 3) and the declined/missed/incomplete charge fee of $(section 6) Mr [redacted] was also informed of these fees at the time of his purchases In fact, Mr ***’s original Revdex.com complaint referenced the $payment plan processing fee: “Whenever I reserved a service with iUniverse/ Author Solutions I was told that the Agreement processing fee of $was the only non refundable fee associated with the reservationThe marketing programs become non refundable once the the payment plan agreement/ work authorization document is signedAgain, I didn't sign.” We acknowledge that Mr [redacted] did not sign the agreements and the services have not been completed, which is why a refund has been processed The only withholdings from this refund are the payment plan processing fees and one decline fee, because the second payment for the Kirkus service was declined on October Again, the refunds have been processed and should credit to Mr***’s credit card within 5-business days [redacted] Global Director-author satisfaction

They claim that on March 3rd of last year that there was a stipulation that I requested to exclude Amazon from being a distributor In previous conversation they have said that that never came up in the discussion I have requested phone calls that were said to be recorded by almost everyone I talked to They will provide none whatsoever It is clear that I brought up the issue of not going through Amazon It is proportionate that they provide proof that it was denied I was sent a standard contract and thought nothing of excluding one distributor The issue came up quite later in the process I am almost certain it was 2015, not of March the 3rd I have been told that I was speaking to the legal department, Mark L***, who I was later told that he was just a salesman, sales associate or some sales staff He falsely declared himself a legal department and told me my request was appropriate and could be done Only after he asked me for additional matters to be fixed did the problem exacerbate.Regards, [redacted] ***

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

Dear Revdex.com, Thank you for giving us the opportunity to address Ms [redacted] ’s concern regarding her book shipmentBook Order On December 7th 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 bookstoreWhen placing the order online, Ms [redacted] had the ability to select between multiple Shipping Methods for her orderA screenshot of the Bookstore Order Confirmation page is included for your referenceMs [redacted] selected the Standard Shipping Method from the drop-down menu at the top of the bookstore order confirmation pageThe following text is displayed below the drop-down menu: Please read the following disclaimers before proceeding with your orderUnderneath this text is a disclaimer titled Replacement and Refund PoliciesThis disclaimer includes the following text: Orders sent with standard shipping are not eligible for replacements if lost in transit or if damagedOn 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 MethodUpon placing the order, the Standard Shipping Method was confirmed by Ms [redacted] , as well as acknowledgement of the disclaimerA 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 orderThe 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) packageAttached is a document titled [redacted] Order Confirmation, showing this informationIn 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 damagedTherefore, 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 refundMr [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 $Payment Plan Fee, as he chose to split the payment into three installments The first payment of $was made that day On November 7, Mr [redacted] upgraded to a Black & White Premium package, for a total cost of $1, The initial payment was transferred to the new package and Mr [redacted] paid an additional $ that day, with the remaining payments of $scheduled for December and January These payments were declined, and Mr [redacted] ’s project was placed on a payment holdWith 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 After the project was upgraded, an agreement for the upgrade was sent on November 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: $with transaction ID [redacted] and $with transaction ID [redacted] The refunds should appear on the credit card used to initiate the purchase within 3-business daysIn 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 delaySincerely, [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you again for the opportunity to explain Mr***’s publishing package inclusions and his book royalties Hardcover inclusion As we stated in our previous response, no record could be found that Mr [redacted] was promised a hardcover option of his book The link to the color publishing packages offered by AuthorHouse (http://www.authorhouse.com/Packages/Comparison/FC.aspx) show that no color packages offer a hardcover optionA hardcover option is available as an aservice but only as a casebound hardcover (similar to a text book), not with a dust jacket as he mentions in his filing Mr [redacted] writes “If you will note on the last paragraph made by AuthorHouse in attempts to resolve this Dispute they offered "discount" on the publishing package as a ‘goodwill gesture.’” The response does not mention a discounted publishing package in the final paragraph It does say that Mr [redacted] was offered a discount on the hardcover add on, should he choose to purchase it That offer still stands Book royalties Mr [redacted] writes “I have also asked about my royalties and sales of my book which has already sold several copies and these sales are also not being posted to my account ” Mr [redacted] has inquired once about his royalties On March 17, 2016, he called and spoke with a customer service representative who explained to him that he could see his royalty statements on his author center and because his book was just made available for purchase in February, no retail sales would be posted until at least days after the quarter ends Below is the royalty schedule as outlined on the AuthorHouse website: How often do you send out royalty payments? The Quarterly Schedule is as follows: 1st QuarterSales Period: January through March 31Quarterly mailed to author late May/Early June 2nd QuarterSales Period: April through June 30Quarterly mailed to author late August/Early September 3rd QuarterSales Period: July through September 30Quarterly mailed to author late November/Early December 4th QuarterSales Period: October through Dec31Quarterly mailed to author late February/Early March There is a reason for the gap between when the quarter ends and when the checks are mailed outThis is due to the delay in retail sales being reported to us by the distributorsThey send this information to us to weeks after the close of each quarterWe then compile those sales with the AuthorHouse sales for the quarter and audit the report times before creating and mailing the check to youTo have an idea of how your book is selling during a quarter, you can always log on to your Author Center account to view sales through AuthorHouseHowever, sales placed directly through the distributor will not be listed on the AuthorHouse page, as they are only reported to us quarterly In closing, the hardcover inclusion was addressed in Mr***’s previous response There is no record of Mr [redacted] being promised a hardcover in his publishing package The hardcover add on discount was offered as a goodwill gesture Regarding sales and royalties, the information Mr [redacted] was provided by customer service on March 17, was correct Sales made in first quarter (January through March) will reflect on the payment made in late May/early June, with statements posting around the same time Sincerely, Elaine [redacted] Manager of Author Satisfaction

As follto our response, UPS has confirmed the package containing the client's check has been delivered [redacted] Manager of Author SatisfactionAuthor SolutionsA Penguin Random House CompanyLiberty Drive [redacted] @authorsolutions.com

Dear Revdex.com, Thank you for giving us the opportunity to address Mr [redacted] concerns Mr [redacted] purchased his Legacy publishing package and a Developmental Editing service from AuthorHouse on August 25, His book was completed and made available for purchase on March 2, Mr [redacted] states that he has been calling AuthorHouse to place an order for his books for months, but his calls have not been returned He also states that a letter to the company president was not answered Mr [redacted] has requested the rights to his book Mr [redacted] is concerned that his calls have not been returned Attached is a call log for both of Mr [redacted] ’s phone numbers, dating back to Our records show that in early February 2015, Mr [redacted] spoke with multiple AuthorHouse representatives regarding ordering copies of his bookWe have spoken to Mr [redacted] several timesThe calls were not as productive as we needed them to be in order to assist him, as he was not pleased with the book order prices being provided by various representativesMr [redacted] spoke with a Book Consultant on May and placed a book orderDue to the negative interactions by Mr [redacted] with our representatives on of some of these previous calls, his account was flagged that he is to be routed to the department manager to assist in any future orders Mr [redacted] states that a letter sent to the president of the company was not answered This letter was also referenced in a call on February 8, however our records do not show that any letter has been received Every letter we receive is thoroughly researched and receives a response Had we received the letter, we would have addressed Mr [redacted] ’s concerns as quickly as possible Attached is a copy of Mr [redacted] ’s Services Agreement, which he signed and returned on August 25, Per that Agreement, Mr [redacted] granted AuthorHouse “the non-exclusive, worldwide rights to print, publish, distribute and sell the WORK in print form” and the eBook format Per section 5, Other Rights: “All rights not expressly granted to SERVICE PROVIDER are reserved to AUTHOR.” Mr [redacted] has remained the owner of his intellectual property of his book since that contract was signed If Mr [redacted] would like to terminate the publication of his book or republish the work with a different publisher, he would be well within his rights Mr [redacted] has retained the rights to his book throughout the publication process We appreciate your assistance in addressing Mr [redacted] ’s concerns Please let us know if additional steps need to be taken for an amicable close to this case Sincerely, [redacted] Global Director Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the status of Ms***’s cancelled project and tax statusMs***’s project was made available for purchase with her approval, on October 26, Shortly thereafter, the book’s information was sent into distribution Project status On June 1, Ms [redacted] sent a letter requesting that her project be cancelled It was cancelled in our system the same day and notification forwarded to our print partners On June 9, 2016, our primary print partner, Lightning Source, cancelled the title in their system and sent the request to our distributor, Ingram As evidenced on the attached screen shots from Lightning Source, Ingram, and Amazon’s printer, CreateSpace, Ms***’s title is cancelled as requested This means that the cancellation of the ISBN’s of her title is recognized by our printers and distribution vendors, conveyed by them to their on-line retailers Subsequently no new orders can be accepted or filled Retailers are responsible for the content of the information and data posted on their website and typically do not remove book listings from their sites immediately The timeline for removal of a title from a website will vary from retailer to retailer and is determined by their business practicesIf a retailer has any copies of a title on hand at the time of the cancellation notification, the title will remain listed on the sight until sold When sold, the author will receive royalties for them This was explained to Ms [redacted] via email on June 1, from Michelle P [redacted] in the post publication department She wrote: Due to our relationship with various printers and book distributors, physical copies of your book may currently exist within the book vending channelsIt is possible that your book will still be listed as active with other online retailers until these copies have sold outAlso, please note that as part of Amazon and Barnes & Noble’s sales programs, titles that are considered “out of print” are kept in the system as such to allow customers the ability to track hard-to-find booksHard-to-find and out-of-print books present a great source of revenue for these businesses, which is why they continue listing books that are no longer available through their distributor Ms [redacted] expresses her concern regarding listings of her iUniverse book on the websites of Amazon.com and Chapters.com despite its cancellation In addition to the confirmation of the cancellation of her title in all its formats, we took a look at the current website listings of these sites and found the following: The title’s cover design is the same for both iUniverse and Canadian publications.On Amazon, the ISBNs for her Canadian publisher are listed; no iUniverse ISBNs are listed.On Chapters.com we found five (5) entries for her title—two (2) for paperback format, two (2) for hardcover and one (1) for eBookChapters has chosen to distinguish between publishers in two ways: Thru the publication date listed with the cover and title; July 27, for the Canadian publisher; October 26, for iUniverse.Only when the buy button is clicked are the ISBNs and publisher displayedOnly two have the October 2015publication date; a paperback and a hardcoverThe hardcover states it is out of stock and not available for orderAlthough the paperback states it can be ordered, no orders will be accepted by our print or distribution network (see above post production information sent to Ms [redacted] at the time of her cancellationDue royalties Ms [redacted] writes “I believe they are still collecting revenue from my book.” As mentioned above, any books on hand with retailers before her cancellation, that sell after the cancellation, will generate royalties for Ms*** Once those are reported by the retailers, they will be paid to Ms*** The accuracy of royalty payments is very important to us To establish if any royalties are outstanding we initiated a full audit of sales data and royalty payments for her ISBNs Attached are the results of that audit, the Sales & Royalty Payment report The report has two sections; one tab with the sales data reported by our distribution partners including royalty earnings and a second tab with the history of royalty paymentsThe sales data section shows sales were made in quarters; Qof and Qand Qof The report shows each sale by format, source and category of sale, quantity, royalty percentage and earnings The payment section shows the payment made by quarter with the check number, date issued and amount and the tax withheldThe report shows that payment was made for the royalty earnings from Qand QMs [redacted] currently has a due balance of $for royalties earned in Q(April through June) There were no royalties reported for Ms***’s book in Q(July through September)Qremains open thru the end of DecemberThe $minimum threshold for payment, as stated in Paragraph of her signed services agreement, has been applied and the Qearnings carried forward for payout when the amount reaches $or in Qregardless of amount The Qpayout is scheduled to occur at the end of February A copy of the agreement is available upon requestTax withholding Ms [redacted] writes “iUniverse continues to withhold taxes from me because they never submitted the paperwork to the IRS which excludes me from paying taxes under the Canadian/US agreement because I file my own taxes with the Canadian government.” Royalty income is subject to the tax rules of the US Government Those individuals who are not citizens of the US and earn royalties thru a US corporation are subject to the US tax rules Treaties between the US and other countries are in effect releasing the non US citizen for this obligation in full or part only when the individual has completed and submitted the proper paperwork to the company and the US Internal Revenue ServiceWithout proper documentation, foreign authors are subject to 30% tax withholding More information can be found on the IRS website at https://www.irs.gov/publications/p515/ar02.html and https://www.irs.gov/individuals/international-taxpayers/federal-income-tax-withh...⇄ A search of our and records finds the necessary paperwork (a W8-BEN form) has not been submitted by Ms [redacted] via mail or email, nor did she take advantage of the option to submit the information via the author center Subsequently, taxes are being withheld, per the above mentioned IRS guidelinesTo prevent the 30% tax withholding, authors must submit a US International Tax Identification Number (ITIN) on a W8-BEN form This can be done two ways: via the author’s author center on the iUniverse website or by mailing a completed hardcopy form A W8-BEN is attached should Ms [redacted] need oneIf Ms [redacted] does not have a US ITIN, she will need to submit a Wform, along with a support letter from us Attached are a Wform and the support letter She should mail these two forms, along with the required documents outlined in the Winstructions to: Internal Revenue Service ITIN Operation PO Box Austin, TX 78714- Once the IRS provides her with a US ITIN, she can complete the W8-BEN form and submit it to iUniverse Ms [redacted] does not need to reinstate her project in order to submit tax information Again, she can mail a hard copy form or submit it via the author center, which is still active Desired resolution An audit of Ms***’s sales and royalties confirm that she has been and is being paid accurately in accordance with the terms and payment schedule set forth in her services agreement To prevent further withholding, Ms [redacted] will need to obtain a US ITIN, complete and sign the W8-BEN form and return to iUniverse using the steps above We cannot refund tax withholding, as we make twice weekly withholding deposits to the IRS Ms***’s tax withholding was sent to the IRS quite some time ago Also, because Ms [redacted] did not submit the proper tax information to us, we correctly withheld taxes in accordance with the IRS guidelines The cancellation request was sent in June and our printer, distributor, and Amazon’s printer cancelled the title We have no timeline as to when retailers will remove her book listing from their sites, especially those sites that continue to list out of print booksWe trust this information illustrates the steps we have taken to address Ms***’s concernsSincerely, 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]

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 I contacted both the Tampa, FL USPS facility and the Bloomington, IN USPS facilityThe order is not at the Tampa, FL location like Xlibris claimsThe Bloomington location confirmed to me that the package is also not at their facility but was indeed sent back to XlibrisThe USPS admitted that the carrier that returned the package to Xlibiris did not correctly scan the item to confirm that it was returned to XlibrisThey do, however, maintain that the package is in the hands of XlibrisWhile I do plan to file a separate complaint against the USPS, Xlibris is incorrect to claim that the package is in the Tampa, FL USPS facility Again, the United States Postal Service is adamant that my package was indeed returned to Xlibris on October 15, I understand now that the USPS made a mistake during the shipment of my order, however, I have exhausted my optionsThe customer service I have received from Xlibris so far has been dis-satisfactory and it would be appreciative if they could be more proactive in tracking down my order instead of simply referring me to the USPSThey share the obligation with USPS to make sure it's customers receive their orders Regards, [redacted] &

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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me As explained to me by MsElaine H [redacted] , royalties were paid for softcover and hardcover copies of my bookThese books were returned on 10/31/A check in the amount of $has been issued, and MsH [redacted] stated she would provide a check number via telephone or emailWhile several services in the AuthorHouse contract were not fulfilled, the contract has been cancelled, effective April 17, Regards, [redacted] ***

Dear Revdex.com,Thank you for bringing Ms [redacted] concern about the refund amount she received to our attention and for the opportunity to bring this case to a fair and reasonable resolution.Ms [redacted] signed up with WestBow Press In October to publish her fantasy genre novel in two volumes She selected the Pro Format packages for both books and added a Press Release marketing service to the first package.As a division of Thomas Nelson & Zondervan, WestBow Press specializes in books of various genres with Christian morals, inspirational themes and family values Each title submitted is reviewed by both Thomas Nelson and WestBow Press for compliance to the standards stated on our websiteUpon receipt and review of the manuscript for Ms***’s first title, it was found to contain material outside the standards required by Thomas NelsonAs material for the second package had yet to be submitted but was of the same style as the first package, both packages were cancelled and refundedMs [redacted] indicates that upon receipt of her refunds she questioned the amounts and has received no response We apologize to Ms [redacted] for failing to address her concern in a timely manner.Ms [redacted] cites Section Submission Acceptance of the Services Agreement in her complaint and references Schedule A, Section RefundsShe contends that since her manuscript was not accepted by Westbow, it is not subject to the refund policies of Schedule A Please note that Schedule A refers to agreements cancelled by the author Refund eligibility is also found in Section of the services agreement, copy attached for your reference The section indicates that if PUBLISHER terminates the agreement prior to its publication, the refund to the author will be the amount paid less a $fee to defray setup costsUpon further review, we concluded that the language regarding refunds specific to Ms***’s scenario is unclearIn addition, we have confirmed that Ms [redacted] expressed concern about her work meeting WestBow editorial standards prior to signing the services agreement and was encouraged to split the work into two volumesSubsequently, in the interest of goodwill, we are processing a refund of $for each package to be returned to the credit card used to make the purchase In summary, we apologize for the delay in responding to Ms***’s questions about her refund The refund for both packages is being processed today and should appear on her credit card within the next to business daysWe trust this information illustrates the steps we have taken to address Ms***’s concern.Sincerely, [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 The business has not made me an offer The marketing "bookmad", poster, bookmarks, and website were all complimentary and not sold to me They now claim these are all apart of the New York Times ad The New York times ad is nothing more that an ad in the New York Times The only thing they did since I initiated the ad was put together a sample ad that was shared with me The ad simply copied the summary on the back of my book I have paid them $and they have done nothing Again be sure authorhouse does not do work without full payment I have emails to prove this They haven't paid me any commissions yet either The company are crooks and should not have a good better business rating You can see this by all the negative feedback online I made the mistake of not researching them much The only response to resolve that I accept is a refund They are holding my money ($2000) which they have done nothing for.Hi [redacted] , Good day! This is a courtesy e-mail to advice regarding the open balance on your account We would like to take this opportunity to get in touch with you to discuss this furtherPlease be advised that your account is currently placed on hold status until the balance is rectifiedShould you have any question or clarification, please give us a call & we’d be glad to talk to youPlease be advised that your account is currently placed on hold status, therefore, we will not be working on any services related to this account until balance is rectifiedKindly contact us at 1-888-519-ext7:AM to 10:PM EST Mondays through FridaysShould you have concerns or questions, please let us know Respectfully, Lemuel R***ACCOUNT REPRESENTATIVEAuthor Solutions Liberty DriveBloomington, IN [email protected] Regards, [redacted] ***

Dear Revdex.com, Thank you for bringing this matter to our attention and for the opportunity to present our side of the case Ms [redacted] signed up to publish her book with Xlibris on February 12, Ms [redacted] purchased a Black and White Custom Publishing Package for $and was able to take advantage of a special offer of a free upgrade to Premium Package She opted to use an installment payment plan which added a $non-refundable surcharge, making her package total $Ms [redacted] made the first payment of $that day with the remaining two payments set up for auto-charge on the same day of the two following months Ms [redacted] contacted Xlibris on November to request for the cancellation of the services she purchasedUnder the Term and Exclusivity part of our publishing service agreement, failure to submit materials for publishing before one year has elapsed from the date of the service order forfeits any right to claim a refund for monies paid for the servicesMs [redacted] was informed that a special request for consideration will be forwarded to the Xlibris Finance Department on her behalfHowever, since this was a special case, there is no guarantee on the timeline and the approval of the appealThis was discussed to Ms [redacted] over the phone and an email was also sent to her reiterating the processWe have attached the email for your reference As per the Xlibris policy, this is not normally done but in the light of Ms [redacted] ’s circumstances, Xlibris agreed to make an exemption Mr [redacted] ’s refund has been processed and a check will issued in the next 7-business days Please refer to the breakdown of Ms [redacted] s’ refund below Service Order Payment Publishing Package $1, Installment Surcharge $ Total Payment $1, Less: Administration Fee $ Installment Surcharge $ Refund Amount $1, As per cancellation policy for qualified services, refund for termination of services for any reason will be subject to a $administration fee which will be deducted from the publishing fees to defray setup costs We hope the information provided with this letter illustrates the steps we have taken to address Ms [redacted] ’s concernsPlease let us know if additional steps need to be taken for an amicable close to this case Sincerely, [redacted] Global Director - Author Satisfaction

Dear BBB,Thank you for giving us the opportunity to review the progress of the resubmission of Mr. [redacted] ’s book.Mr. [redacted] ’s book, [redacted] **, was originally published on April 23, 2012. On November 10, 2015, he elected to make changes to his book and purchased a resubmission service for $375... ($100 for interior revisions, $25 for cover revisions and $250 for the resubmission of files to our print vendors). He indicates that the proofs of the revised covers that have been presented to him are unacceptable and questions why the elements of the revised cover he provided with his resubmission information are not being implemented.To understand his concerns we initiated a review of his title’s revision and the steps taken with the cover design. Our review confirms that multiple attempts to create a cover design acceptable to him were made without success. After examining the materials provided by him and the designs presented by the cover designer assigned to his project, we also question the designs created. We thank Mr. [redacted] for calling this circumstance to our attention and apologize for the designer’s failure to produce a cover representative of the design requested. Subsequently, we have reinforced with the designer the protocols for working with author submitted cover designs. Also, we wish to assure him that we have committed the necessary resources to provide him with a satisfactory cover for his revised book. On April 14, 2016 we sent him an additional cover proof for his review and approval. As of this writing we have yet to receive a response from him.In closing, we apologize that our attempts to create a cover design for Mr. [redacted] ’s book have been unsatisfactory. We have submitted another cover design proof for his review and await his response. Should he determine that additional modifications are needed, we are prepared to perform them at our expense until the cover is acceptable to him. Once he has approved the cover design, the book files will be submitted to our print vendors and the revised version will become available for purchase.We trust this information illustrates the steps we have taken to address Ms. [redacted] ’s concern.Sincerely,Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to complete Ms [redacted] ’s refund request Ms [redacted] first signed up to publish her book with Trafford on July 31, 2017, accepting a promotional rate on a Tablet Black & White (New Gold) publishing packageShe opted to use an installment payment plan which added a $non-refundable surcharge, making her package total $She made the first payment of $that day with the remaining three payments set up for auto-charge on the same day of the three following months Ms [redacted] writes that she requested the cancellation of the publishing package and payment plan yet has not received any confirmation of cancellation or acknowledgement that her refund is being processed Upon receipt of this filing, we initiated a review of her records We found that she contacted Trafford on Thursday, August 10, to request the cancellation of her publishing package and the refund of her paymentOn Friday, August 11, 2017, she sent an email reiterating her cancellation decision to her publishing consultantAt that time she also requested a confirmation that the request was being processed and that no payments would be taken from her account moving forwardOn the following business day, Monday, August 14, 2017, she called seeking acknowledgment from her publishing consultant Our records indicate that her publishing consultant failed to respond within our required timelines We extend our apology to Ms [redacted] for any inconvenience we have caused her and thank her for bringing her situation to our attentionAs a result, we were able to address the timeliness issues with the publishing consultant and have made arrangements for refresher customer service training On August 15, 2017, the refund request was entered for processingHer request completed the refund process on August 18th and the amount paid in less the $non-refundable surcharge, $416.50, was sent back to the credit card she used to pay for the service The transaction ID for the return is [redacted] The payment plan has been cancelled When we contacted Ms [redacted] on the 18th to confirm the transaction, she advised that the credit card she used to make the purchase had been cancelled just a few days beforeWe confirmed that the transaction was successful and that it was neither rejected nor returned back to usShe has been provided with the details of the transaction so that she may advise her bank to expect the transactionWe have assured her that should the refund be returned to us, we will immediately notify her and return it to her via checkCredit card refunds generally take from to business days to arrive depending upon the bankDue to the status of this account, the recognition of the arriving funds may experience a slight delay In conclusion, we acknowledge and understand Ms [redacted] ’s frustration when she did not receive a confirmation email that her request was being processedHer refund and cancellation requests have been honored Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Dear Revdex.com: Thank you for bringing this matter to our attention and for the opportunity to present our side of this case [redacted] has requested a refund for the New York Times Media Marketing service and the TV Blast Premium (seconds with Book Video) service The [redacted] service was initially pur***d on June 27, 2014, at a rate of $5, Mr [redacted] chose to pay in three monthly installments, incurring a $non-refundable processing fee On August 30, this service was upgraded to include the TV Blast Premium service The TV Blast Premium service was added for $2,500, a discount from the usual cost of $4, Mr [redacted] again chose to pay in three installments, so the cost included an additional $ processing fee As these services have not been completed, refund requests have been processed These refunds should credit to Mr***’s credit card within 5-business days Mr [redacted] also pur***d a [redacted] service on September 24, for a cost of $1,500, plus a $installment payment processing fee The second payment for this service was declined on October 24, incurring a $decline fee As there is an outstanding balance on this service, a refund for the [redacted] and TV Blast services would, in part, go to complete that payment In order to ensure that Mr [redacted] receives a full refund for unfulfilled services, we have also cancelled the [redacted] service and processed a refund If Mr [redacted] would like to continue with this service, he may contact us to re-pur [redacted] the service once the refunds have credited to his credit card A list detailing Mr***’s pur***s and refunds is attached Refunds have been processed for all of Mr***’s uncompleted services and should credit to Mr***’s credit card within 5- business days We have also flagged his account in our system so he will not be contacted with future sales offers If Mr [redacted] would like to re-pur [redacted] any of his services, he is welcome to do so Please advise if additional steps need to be taken for an amicable close to this case [redacted] Global Director-author satisfaction