Author Solutions, LLC

Dear Revdex.com, Thank you for the opportunity to review and address Mr [redacted] ’ concern regarding the refund of the Author Learning Center subscription service Mr [redacted] purchased the Color Pro publishing package from iUniverse on February 13, This package includes a complimentary three month subscription to the Author Learning Center, a website dedicated to assisting and supporting all writers, sponsored by Author Solutions IncThis website service is offered for both Author Solutions clients and those writers who are seeking other publishing venues, or have not yet committed to a publishing package On February 13, 2017, Mr [redacted] registered to take advantage of this complimentary membershipDuring registration, the website will request credit card details, although these will not be utilized until the complimentary membership time period has expired Once the trial membership period ends the subscription membership fee becomes duePlease reference the following link: https://www.authorlearningcenter.com/authors/sign_up As stated on the website, the subscription will automatically renew at the end of the trial period unless the member advises of their cancellation desire within the trial period by phone at 866-697-or email [email protected] On June 14, 2017, Mr [redacted] ’ chosen credit card was charged the applicable $monthly membership fee, in accordance with the Terms and Conditions of this serviceOn June 21, 2017, the $was returned to his chosen credit card, transaction number [redacted] Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Ms***’s communication concerns and clarify the refund terms of her agreementOn April 9, 2018, Ms [redacted] agreed to the purchase of a Black & White Starter Publishing package from AuthorHouse for the discounted price of $and chose to add an Editorial Assessment Service for $ She opted to use an installment payment plan, adding a non-refundable $sfee and making her total $She spoke with Payment Central, made the first installment of $and scheduled two installments of $each for the same day in the following two months We received her authorized Services & Distribution and Payment Plan Agreements the following dayCommunications Ms [redacted] writes that weeks went by without communication about the status of her book once she had committed to publish and sent in her manuscriptShe also states that another few weeks went by after she asked for cancellation and a refundTimely responses to the inquiries, calls and emails of our clients is required of our staff In response to this filing, we initiated a review of her publishing experience to discover what actions or inactions led to her concernsAttached is a log of communications and events The review found that using the contact information she provided, we sent emails and made phone calls during the period beginning on March and continuing to May when this filing reached usWe are able to confirm that the emails and phone conversations followed conveying instructions, timelines and status information concerning her projectThe log shows that a Checoordinator communicated with her by phone and email on April 10, the day after her purchaseThe review also shows that we communicated the receipt and movement of her manuscript from one phase to another after obtaining her consent to do soIn addition, when she indicated she had not received emails, we suggested her carrier could be diverting them to spam or junk mail folders and she agreed to investigate on her endAt various times during the reviewed period, we provided timelines for the completion of the pre-production phases mentioned above and for the edit level recommended by the assessmentThe log indicates the dates and type of communications used to convey the movement of her manuscript into and out of both the Content Evaluation and Editorial Assessment phases of pre-productionThe log also shows we communicated in writing and orally the results of both the evaluation and the assessment servicesThe content evaluation results offered suggestions for making adjustments or obtaining permissions for use, in order to accommodate the concerns identifiedShe complied and her manuscript move to Editorial AssessmentHer Editorial Assessment recommended a level of professional editing and options for securing itShe declined the purchase of an editing service from us or any other resource and expressed that time restraints ruled out a self-editDescriptions of all our editing services including the Editorial Assessment are accessible thru our website at the following link: https://www.authorhouse.com/ServiceStore/ServiceList.aspx?Service=CAST-We apologize to Ms [redacted] if some of the time between emails or calls may have been longer than she wishedThe log fails to show any gap in communications lasting weeksThe longest timespan between communications was from April to May when her request for refund was in process Refund Eligibility RJ Archer of the Refund Team emailed the findings of her Refund Request review on May 3, 2018, copy attachedHer response indicates that she mistook the 50% refund to apply to the amount she had paid in and not the purchase price as stated in her agreement and the emailWe refer her to Section TERMINATION & REFUNDS of her Services & Distribution Agreement, copy attachedThe following excerpt explains how her refund eligibility was determined: 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: Prior to submission of Your Manuscript: § 0-calendar days after the purchase: 100% of purchase price, less $or 10% of the purchase price, whichever is greater § More than calendar days after the purchase: No Refund After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: § After submission of Your Manuscript but before design work begins: 50% of purchase price § After design work begins but prior to final approval: 25% of purchase price After You have given final approval of the Work: § No Refund NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication For individual Services (not included as part of a Publishing Package): Prior the beginning of fulfillment of individual Service(s): § 0-calendar days after the purchase: 100% of purchase price, less $or 10% of the purchase price, whichever is greater § More than calendar days after the purchase: No Refund After We begin fulfillment of individual Service(s): § No Refund NOTE: Fulfillment of a Service occurs either when You return the author questionnaire, whether or not completed fully or correctly, or when We or a Contractor begin work on the Service, whichever occurs first Ms [redacted] purchased both a publishing package and added a service not included in the packagePer the terms, review of refund eligibility is separate for the package and the added service and the refund amount is determinate upon the purchase priceHer manuscript was submitted and passed Content evaluation and had not received any design workAccording to the refund terms, she is eligible for a 50% refund of the purchase price of her publishing packageHer package price is $799, 50% is $The aelement, the Editorial Assessment service, was completed and therefore ineligible for refundBecause she chose to use a payment plan she agreed to a $non-refundable sfee, copy of the payment plan agreement attached The total of the payment plan was $1,($for the package, $for the Editorial Assessment and the $payment sfee)She made one (1) payment of $406, leaving a balance of $Applying the eligible refund of $to the balance due, the new balance is $As a goodwill offering, we will waive the balanceIn conclusion, the components of each publishing package and the additional services we offer is readily available for review on our websiteAt Ms***’s request and per the terms of her agreements, we have cancelled her project and applied the eligible refund to the balance on her accountIn the interest of goodwill, we have waived the outstanding balanceWe apologize to her if some of the time between emails or calls may have been longer than she wishedWe trust this information illustrates the steps taken to address Ms***’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

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

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 $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]

Dear Revdex.com, Thank you for the opportunity to review the renewal and refund of Ms [redacted] ’s Author Learning Center subscription and her request for refundMs [redacted] purchased the Essential BW publishing package from AuthorHouse on October 31, This package includes a complimentary year subscription to the Author Learning Center, a website dedicated to assisting and supporting all writers, sponsored by Author Solutions IncThis website service is offered for both Author Solution clients and those writers who are seeking other publishing venues, or have not committed to a publishing package yetOn November 21, 2014, Ms [redacted] registered to take advantage of this complimentary membershipDuring registration, the website will request credit card details, although these will not be utilized until the complimentary membership time period has expired Once the trial membership period ends the $yearly subscription membership becomes duePlease reference the following link: https://www.authorlearningcenter.com/authors/sign_up As stated on the website, the subscription will automatically renew at the end of the trial period unless the member advises of their cancellation desire within the trial period by phone at 866-697-or email [email protected] On November 21, Ms [redacted] ’s chosen credit card was charged the applicable $renewal fee, in accordance with the Terms and Conditions of this serviceThis fee was deducted from Ms [redacted] ’s card exactly one year after her sign up dateThe details of this transaction have been attached for your convenienceUpon the renewal of her subscription, a welcome email (copy attached) was sent to her by Hazel C*** In it is an unsubscribe direction located in the post script and refers to being removed from MsCain’s email list Thru this list, Author Learning Center subscribers are sent regular updates and alerts about new materials and posts to the siteThe email address, [email protected], is similar to the one Ms [redacted] references in her filing and may have caused some confusionMs [redacted] states that she was unsuccessful in cancelling her subscription using the method she was given in an email from usThe email address she references (unsubscribe author solutions .com) is missing some key email address requirements and would reject because it is incompleteOn December 2, 2015, the $was returned to her chosen credit card, transaction number BS0EDBAC68AF To date, all funds relating to the renewal of the Author Learning Center service have been returned to Ms [redacted] Should she have any additional questions or concerns she may contact our Author Support staff at 1-888-795-Sincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to explain the Content Evaluation procedure and refund requested for the publishing package purchased by Ms [redacted] for her son, Mr [redacted] Ms [redacted] purchased the Pro Format publishing package for her son from Westbow Press on October 30, at the discounted price of $1, She chose to use the installment payment plan option which added a non-refundable payment plan fee of $75, making her total $1,She made the first payment that day of $with the remaining two (2) payments scheduled for the same day of the month in the following two months Content Evaluation The following day, Ms [redacted] was contacted by her Check-In-Coordinator (CIC) MsMary [redacted] Ms [redacted] explained the material submissions process and continued to follwith Ms [redacted] and her son throughout the next eight (8) months until the final manuscript was submitted to Westbow Press on June 27, Once all materials are submitted, each manuscript undergoes a content review to help authors avoid legal or other content related issuesUpon receipt, their manuscript was moved into the Content Evaluation phase where is was reviewed for potential libel, copyright, invasion of privacy, plagiarism or other issues noted in Section of the Terms and Conditions agreement (a copy of which is attached here for your reference) and the WestBow Press editorial standards as posted on the WestBow Press website at: http://www.westbowpress.com/Whywestbowpress/editorialstandards.aspx Ms [redacted] ’ son’s manuscript failed the Content Evaluation review on July 7, A copy of the Content Evaluation results is attached in its entirety for your referenceAction steps were presented to Ms [redacted] and her son which identified some examples of the type of changes needed in order for the manuscript to pass the Content Evaluation stage and move forwardAt this time Ms [redacted] informed Ms [redacted] that she was moving to a different position within Westbow PressSubsequently the action steps were emailed to Ms [redacted] by her new CIC, MsGwen ***Ms [redacted] checked in with Ms [redacted] and her son several times until the revised manuscript was submitted on October 23, She also informed them that she was still waiting on the completed Submission Information Form A Submission Information Form (SIF) is required from all Westbow Press authors in order for their manuscript to move forward with its publicationThis document contains relevant information about the technical aspects of the book such as book trim size, paper color, genre, pen name, genre, cover text, and blurbs about the book and/or authorThe Content Evaluation team requires this document to be on file when a manuscript is re-submitted for a second evaluation in order to ensure that the pen name, genre, and fiction/non-fiction designation assigned to the book adequately protect or hide identities if prescribed in the Content Evaluation recommendations Revised Manuscript Evaluation Ms [redacted] reached out to Ms [redacted] and her son multiple times throughout the next four (4) months to inquire about their progress with the SIFThey confirmed that they were indeed still working on the SIF and would be mailing it when it was finishedWe received the final SIF on March 2, 2015, which prompted Ms [redacted] to send the manuscript and SIF directly back to the Content Evaluation team so they might review the changes made based on the instructions given the previous July That same day the Content Evaluation failed the manuscript a second timeThe full second review can be found on the second page of the attached Content Evaluation Notes document This review identifies the absence of a Christian message in the manuscript which is required of all WestBow Press publications, the use of certain words in a manner not sanctioned by Thomas Nelson and the inclusion of violent content and witchcraft, magical or horror references which are inconsistent with the editorial standards of WestBow Press and Thomas NelsonAction steps were once again provided to Ms [redacted] regarding changes that needed to be made to the manuscript to meet the WestBow editorial standards The Content Evaluator also recommended that if the work were being evaluated for an imprint without the editorial restrictions of WestBow Press, it would pass the review Opportunity to Place with a Different Imprint WestBow Press was formed to help author self-publish their work and is a partnership between Thomas Nelson and Author Solutions LLC that specializes in works with Christian morals, inspirational themes and family values Based upon the Content Evaluator’s recommendation that the author consider placing the publication of the book with a self-publishing imprint that would be more receptive to the genre and content of his work, Balboa Press was suggested Balboa Press is the self-publishing imprint of Hay House, Inc in partnership with Author Solutions LLC The imprint publishes works covering a wide range of topics, concentrating on self-help and transformational themes including astrology, numerology, spirituality, meditation, social commentary, finance, nutrition, psychology, etc This imprint option was presented to Ms [redacted] , however it was never finalized Refund In March a refund and transfer request was written for the WestBow publishing packageBased upon the Content Evaluator’s recommendation, a Publishing Consultant was advised to discuss the possibility of an imprint change to Balboa Press with the author In April, Ms [redacted] indicated to Publishing Supervisor Kate [redacted] that she preferred a check refund The refund request was forwarded for approval and processingAs stated in Schedule A, Section of the terms and conditions of the Westbow Publishing Agreement: PUBLISHER will refund amounts paid by AUTHOR as follows: Prior to submission of manuscript 100% less a $setup fee After submission, but prior to interior design 50% After interior design, but prior to final sign-off 25% After six months from contract date 0% The package purchase occurred in and the refund request in Subsequently, the request was declined in because the refund eligibility time span had expiredA copy of the agreement is attached for your reference In deference to the circumstances surrounding the refund, a request for an exemption to the refund terms was prepared and submitted for Executive Review We apologize to Ms [redacted] , her son and husband for the length of time it has taken for their refund to be approved The exemption approval was authorized on September 4th In order to mail the check we must verify the validity of the address on recordWe have tried to reach Ms [redacted] several times to do so The address on record is: [redacted] ***, Wahiawa HI The address provided with this filing is: [redacted] ***, TN The phone number and email address are the sameWe await Ms [redacted] address verification In summary, according to their Content and Editorial guidelines Westbow Press is not able to publish Ms [redacted] ’ son’s manuscript as it standsAuthorization to transfer the publishing package and imprint from Westbow Press to Balboa Press was suggested yet never confirmedWe apologize to the [redacted] family for any inconvenience this set of circumstances may have caused them The subsequent refund request exceeded the six (6) month threshold for eligibility and was submitted for refund policy exemption thru executive review The exemption was approved and a check will be mailed once we receive confirmation of the address to which it should be sent We await Ms [redacted] address verification Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to investigate and resolve Mr [redacted] concerns and request for a refund Mr [redacted] purchased an Essential Black & White publishing package from AuthorHouse on March 31, He received a discount from the usual purchase price and chose to split the purchase into three payments, incurring an additional non-refundable processing fee of $and making his total purchase, $ On May 6, we received his signed Publishing Services Agreement, copy attached, through the postal service Mr [redacted] ’s point of contact for the submission process was CheCoordinator Rowella A*** MsA [redacted] reached out to Mr [redacted] via telephone on May 6, after his Agreement was received, to explain the publishing process and the steps to begin MsA [redacted] checked in with Mr [redacted] again on May 27, to inquire about his publishing process Mr [redacted] states that he did not receive a response from AuthorHouse representatives after his final payment was made on May Attached is a log of all calls to and from Mr [redacted] ’s telephone number on file, indicating that all calls were returned promptly, with the exception of a few days in mid-June when MsA [redacted] was out of the office due to illness During that time, Ms [redacted] ’s daughter, [redacted] , submitted his manuscript as a zip file to MsA [redacted] via email MsA [redacted] replied to Ms [redacted] on June 19, that the email submission from [redacted] had been received Mr [redacted] has requested a refund for his publishing package Our records do not show that Mr [redacted] had previously requested a refund, before filing this complaint Upon receipt of this complaint, Mr [redacted] ’s Publishing Consultant, Darius P***, reached out to ensure that Mr [redacted] wished to continue with the refund, although MsA [redacted] had received his manuscript Mr [redacted] confirmed his refund request, and the refund was processed and paid on June in three installments The refund reflects Mr [redacted] ’s payment for the publishing package, less a $administrative fee as outlined in the Publishing Services Agreement This refund of $should reflect on Mr [redacted] ’s credit card within 3-business days $to Visa ending 7386, transaction ID [redacted] $to Visa ending 7386, transaction ID [redacted] $to Visa ending 7386, transaction ID [redacted] Mr [redacted] has also requested the return of his submitted materials The publishing services agreement advises authors to retain a copy of their manuscript before submitting it by mail or other mechanism and states that AuthorHouse is under no obligation to return or preserve submitted materials As stated above, Mr [redacted] ’s manuscript was submitted to us electronically via email by Ms [redacted] A search of our records failed to find receipt of any paper or other format of his manuscript As we are not in possession of the original file and Mr [redacted] and/or Ms [redacted] have the original of the electronic version emailed to us, there is nothing unique to return to Mr [redacted] In summary, Mr [redacted] ’s publishing package has been cancelled and refunded to his credit card of record within the timeline stipulated in his services agreement As Mr [redacted] ’s manuscript was submitted to us electronically by email, its return is unnecessary We trust this letter illustrates the steps taken to complete Mr [redacted] ’s refund Sincerely, Elaine [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to reiterate how Mr [redacted] ’s refund was calculatedOn March 6, 2018, Mr*** [redacted] agreed to the purchase of a Black & White Premium Publishing package for the discounted price of $The same day he signed his Services and Distribution Agreement, which we received the following dayAttached is a copy of the document for your referenceOn March 7, his Submissions Representative welcomed him into our author family and provided information about submitting materialsOn March 21, 2018, we received and acknowledged receipt of his materials and advised him of the manuscript’s endorsement to the next phase in his package, Data EntryIn this phase, we create an electronic document by typing the text of the manuscript into Microsoft WordOn March 27, 2018, we emailed the data entered manuscript to him for review with instructions regarding what to look for and how to make adjustmentsThe following day he returned the manuscript and we began the next phase, Content EvaluationContent Evaluation is the process in which we assess all submitted materials to ensure that they meet our standards for publishingPlease refer to Section Fulfillment of Services, Paragraphs and of the attached Services and Distribution Agreement The agreement indicates that all manuscripts and materials submitted must comply with our content guidelines set forth on our website and available upon requestAn assigned reviewer looks for issues that could potentially put the author at risk for copyright infringement, libel or violation of fair use statutesDetails of the guidelines including original content and public domain are described in depth and readily accessible in the FAQ section for Content Evaluation on our website Upon completion, the reviewer presents the findings and, if potential issues appeared, provides recommendations for revisions, accommodations or missing permission to use documents to the author On March 29, Mr [redacted] received recommendations for his manuscript, which included concern that more than 25% of the material was not originalThe following day, March 30, he queried the results stating that most of the sources are Pubic DomainThe Public Domain and Fair Use guidelines can be complicated and at times problematicWe suggested he add more original content/commentary or reduce the percentage of material from other sourcesHe declined and requested cancellation and a refund Section of the Services and Distribution agreement stipulates the eligible refund based upon the status of the workAccording to the agreement, his work failed to comply with our Content Guidelines, making it eligible for a refund of 100% of the purchase price ($2000) less a Content Evaluation processing fee of $400, making his refund $ We credited $to the credit card used to make the purchase on April 13, 2018, via Transaction ID: 323bf31a71824c0babdfed3d6971bIn summary, after receiving the Content Evaluation recommendations for his manuscript, Mr [redacted] chose to cancel his project and seek a refund In accordance with the terms of his Services and Distribution agreement, we credited the eligible refund amount of $to the card used to make the purchaseWe trust this information illustrates the steps taken to address Mr [redacted] ’s concernsSincerely, Elaine H [redacted] Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to confirm cancellation of Mr [redacted] ’s publishing packages and clarification of the refund eligibility for his current publishing package and the [redacted] International Exhibit marketing serviceMr [redacted] has published three (3) titles with Xlibris Publishing— [redacted] in 2007, [redacted] in and [redacted] in On April 18, 2011, he purchased the International Book Fair Event for [redacted] Germany to promote his titleIn March 2017, he purchased a fourth publishing package to publish [redacted] Refund and Return of Manuscript for Fourth Publishing Package In his filing, Mr [redacted] requests a refund of $for his most recent publishing package purchase, stating that he has refused to sign the publishing agreementHe also seeks the return of his “intellectual property.” In March 2017, he accepted a 50% discount offer of $for the purchase of his fourth publishing package with us for his book entitled [redacted] He chose to use an installment payment plan that added a non-refundable service fee of $30, making his total purchase $ On June 23, 2017, he advised that his book was ready to submit and he signed both the Publishing Services and Distribution Agreement and the Installment Payment Plan AgreementFor your convenience, copies of both agreements are attachedA review of the status of this project found that his book project has progressed thru the production phases with guidance from the team assigned to his projectAs customary, once submitted his manuscript and materials were reviewed by our Content Evaluation Department to ensure the materials met our standards for publishing (see Section of the Services and Distribution Agreement)A full description of the content guidelines appears on the Xlibris website at https://www.xlibris.com/faq/Content_Evaluation.aspx#ContentAfter some content concerns were addressed, his work proceeded to the design phase on august 1, Here both the cover and interior designs and formats were prepared and sent to him for his reviewInstead of providing correction instructions, he submitted a revised manuscript The new manuscript was used to format a new galley and then forwarded to him for reviewIn addition, he was advised that going forward corrections or manuscript revisions might incur charges as described in the submission materials sent to him at the beginning of this project and stated on the approval forms sent with all galleysWhile we waited to hear from him regarding the results of his review, he inquired about his options for cancellationIn his filing, Mr [redacted] writes that he “refused to sign the publishing agreement.” There are two approval/acceptance documents needed for each project—one at the beginning of the process and one at the endIn order to start any work on a publishing package we must have the author’s signed acceptance agreeing to the terms and conditions of the Services and Distribution Agreement for the publishing package purchasedHe signed the Distribution and Services Agreement for the Publishing Package on June 23, (copy attached)In order to authorize that the work is completed and ready to release for sale, the author must approve the cover and interior galley files by signing release-to-print documentsIn early October, we presented a second set of galleys to him for review and received no response to our follqueries Therefore, we believe that his refusal-to-sign statement refers to these documentsRefund options for his project are described in Section of his Services and Distribution Agreement describes, which read: 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-calendar days after the purchase: 100% of purchase price, less $or 10% of the purchase price, whichever is greater § More than calendar days after the purchase: No Refund o After submission of Your Manuscript but prior to final approval, if the refund is not due to failure to comply with Our Content Guidelines: § After submission of Your Manuscript but before design work begins: 50% of purchase price § After design work begins but prior to final approval: 25% of purchase price o After You have given final approval of the Work: § No Refund o NOTE: Submission of Your Manuscript occurs when You first deliver to Us any text or images intended for publication Since he has submitted his work and design work performed but he has yet to provide final approval, he is eligible for a refund of 25% of the purchase price The purchase price was $($less the $non-refundable payment plan fee); 25% of $is $A refund request for $was prepared and approved for return to the credit card used to make the payment In accordance with the termination clause of the Services and Distribution Agreement, Section 4, upon receipt of his cancellation letter, high resolution unbranded PDF files for [redacted] were sent to him via wetransfer.com [redacted] Germany International Book Exhibit In his filing, Mr [redacted] seeks a refund of “$payed for marketing my book " [redacted] " at [redacted] Book ShowBook never made it to the show.” In April 2011, Mr [redacted] ’s purchased the [redacted] International Book Fair Exhibit event that occurs annually in OctoberTo be included in the event a book must be live (in print), all financial obligations in good standing and all approvals for materials and press releases received in house by early August to satisfy the event publication deadlines Mr [redacted] and his book fulfilled these requirements by the deadline and his title was part of the exhibit Proof of participation was provided to him in after the event We submit the following links from the vendor’s archives for that document his title’s participation at the event—on Page 24, item of the show catalog and the feature ad for the online catalog, https://secure.combinedbook.com/2011- [redacted] -international-book-fair_onlinecatalog_401.html?cmbSubject=&cmbPublisher=&txtTit...⇄ https://secure.combinedbook.com/combinedbooks/showcatalogues/266722011CBE [redacted] Catalogwithoutads.pdf We reviewed his account from to present regarding the [redacted] book exhibit and were unable to find any inquiries from him disputing his title’s appearance or participation in the eventSince the service was fulfilled, it is no longer eligible for refundCancellation of Books in Print We have honored Mr [redacted] ’s request for the cancellation and removal from print of his titles: [redacted] , [redacted] and [redacted] ***We have removed the titles from our website and notified our print and distribution partners of the cancellation of his titles and ISBNs We also explained to him that since retailers and network partners control their own websites and timelines for making changes, it might take to days before the titles are no longer displayed on their sitesHowever, the print and e-book files have been cancelled at the print and distributor level and no new orders will be printed or e-books releasedShould any books currently be in the channel they will remain there until sold We trust this information illustrates our attention to Mr [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 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 have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thanks for you assistance in handling my complaint with AuthorhouseIt appears Ms [redacted] has now been assigned to address this complaint since Mr [redacted] gave this matter nothing but smoke and mirrorsOn the matter of reporting we will continue to disagreeAt least Ms [redacted] used a relevant IRS link to support her position unlike Mr [redacted] Again, as I said before, her answer is just the same as Mr [redacted] and for your readers onlyIf Authorhouse would have sent me a “courtesy” when I called I would not have even complained about this! Saying they will send one if only I had asked in two separate responses does not make it so and is disingenuous at best.Again, asking to submit a W-for a second time is nothing new as well and I will not be doing so for the reasons I stated previouslyAgain, nothing new hereSince it seems Authorhouse will not admit their customer service refused to send a in the first place and continue to claim no wrong doing, we should simply agree to disagree and put this behind us until the next time it arises.On the matter of e-book royalties, Ms [redacted] is correct in that I never agreed to “channel” sales of the e-book when my book pricing agreement was approved in Yet, somehow Ms [redacted] must have missed reading the attached e-mail I sent in the last responseShe seems to ignore the e-mail from Brent [redacted] on December 6, that states I phoned and will not authorize ANY e-book sales unless I get $royalty for each saleNOW I WANT TO MAKE THIS PERFECTLY CLEAR, I WILL NOT WASTE ONE MORE MINUTE BICKERING BACK AND FORTHI AM QUITE SURE A LAWYER WILL FIND THIS E-MAIL VERY CLEAR AND SO WILL A JURY IF NEED BE THAT I MADE MY EXPECTATION QUITE CLEAR TO AUTHORHOUSE! Furthermore, Authorhouse representatives need not waste anymore of their time writing long winded answers; just attach ANY document where I agreed to accept how they claim e-book sales are to be paid as I was required to do for all the other types of salesI suggest Authorhouse find that document fast because they are going to need it if you don’t resolve this matter by their next response! Authorhouse’s general statement on their website about how e-book sales are to be paid is not a legal binding document and clearly one I never agreed to.Ms [redacted] states, “To reiterate, the e-Book royalty is 50% of the net received, not 50% of the e-Book priceThe Book Pricing Agreement that Mr [redacted] attached does not apply to e-Books sold through retailers.” To reiterate, an e-book royalty is what is negotiated and agreed to on a book pricing agreement between a publisher and an author and NOT some general policy by the publisher on a website!!! “In the e-mail chain between Mr [redacted] and Mr [redacted] that was attached by Mr***, Mr [redacted] makes no mention of the eBook royalties being paid incorrectly The “restitution paid” to Mr [redacted] was a paperback copy of his book because as Mr [redacted] says “It turns out that during the time of the request to delist the e-Book format a system issue occurred.” So Mr [redacted] was sent a complimentary copy of his book because his e-book was not completely pulled from distribution, not because his royalties were paid incorrectly.”If this is Mr [redacted] ’s opinion, I can assure you it was not mine and all the correspondences between us will back up my claim in a court of lawFurthermore, if restitution was paid because I requested it to be delisted and it was not, why in the world would I ok for it to be relisted so sales could be made at a royalty I never agreed with? I explained to Mr [redacted] in the e-mail he could relist the e-book for any price, any format, and any seller AS LONG AS I RECEIVE A ROYALTY of $My position on this matter has never changed and was summed up quite nicely in Brent Lionel’s e-mail which Ms [redacted] seems to ignoreAs such, I have included in its entirety for all to see who is telling the truth here.“Hi Team,Author called telling us, that resellers are selling his e-book on a lower priceE-book price in AuthorHouse is $Educated author that we don’t have control reseller’s price and rest assured he will get the same royaltyAuthor said his e-book royalty is $with AuthorHouse and Google is selling the e-book for $3.03, I already explained to the author that it’s $with us due to the web bonusBut author said if resellers could not give him $royalty then it’s better that they don’t sell the e-bookHe wants the e-book to be available only at AuthorHouse since resellers are not following his agreed price with us which is $6.60.Kind Regards,Brent [redacted] ”Furthermore, what Ms [redacted] quotes as coming from Mr [redacted] in the e-mail chain is taken out of contextHere is a quote from what I wrote to Mr [redacted] in that same chain e-mail dated May 20, 2014:“I would like my e-book offered again on your website at the originally negotiated prices if that is possible and thank you for askingAnd you may even offer the newest formats of the e-book on your site at the same prices and royalties agreed upon as well if you wish and it is easier, but no version of my e-book can be offered anywhere else without negotiating the royalties for such sales! I hope this is clearUnfortunately, I would have agreed to sales of my e-book by third party sellers if only the royalty would have been the same as I receive on your websitesomething your company is unwilling to do it appears.”Is this not clear? Either the wrong royalty rate has been paid or Authorhouse sold unauthorized e-books againIt is one or the otherIt seems to me paying the correct royalty is the cheaper way to goRegardless, and for the public and judicial record, I Robert [redacted] from this day forward do not authorize any future e-book sales by Authorhouse in any format or any sales outlet unless I receive a royalty of $If Authorhouse makes such sales they will be illegal, unauthorized sales and an infringement on my copyright! Is this clear enough! “Inaccurate and missing sales information: “More mumble jumble for the readers of the Revdex.com and more untruths! It seems it is ok to attach personal information to these responsesI would hope the Revdex.com does not include it for the public to seeI will not waste the time to answer all the long winded commentsNevertheless, everything I said in my initial complaint and my previous response remains the sameI know not what reports Ms [redacted] used, but a can tell you the spreadsheet she attached as proof there is nothing wrong with the sales reporting appears to factualUnfortunately, it is not the same sales reporting system on the website for authors to use!Today, I went on to Authorhouse’s website again, just as I did when I first told customer service there was a problem and they indicated they were not going to do anything about itTwo responses later from my Revdex.com complaint confirms Authorhouse was true to its wordI ran the sales report for Jan to the present and have attached the documentThis is all I ever asked Authorhouse to do to find the problem themselves? As any three-year old can see, there are NO sales for the month of September reported!!!!!!!!!!!!!!! Was there a sale in September 2014? Yes, according to the sales report Ms [redacted] sent me via an attachment to this response and according to the royalty reportIs there a September sale on the report I attached that I got off the website? NO!!!!! The sales system on the website is not factual just as I have said repeatedlyEverything I wrote has been true and everything Authorhouse has written by both Mr [redacted] , and Me [redacted] has been untrue!“As with the first audit, we found no missing sales and all the reports appear to be accurate If Mr [redacted] can provide more information regarding the missing sale (such as--from which retailer it was ordered, what format, when it was shipped), we can return to the retailer and see why the order was not reported to us.” Who comes up with these responses? I have attached the report as proof that “all the reports appear to be accurate” are not! As for me telling Authorhouse where the missing sale is from when it is Authorhouse’s position that they do not even know where all the sales come from so they don’t have to code sales accurately is so illogical I don’t even know how to respond to such a commentIs this not Authorhouse’s responsibility to know where sales are madeThis has been my point all alongJust more gibberish to make it look like they are being helpful and responsive to my complaints and nothing more “Coding of book orders: Books are ordered either directly from AuthorHouse or a retailer Once an order is placed the retailer will place the order with their distributor who orders the requisite number of copies from an authorized printer for AuthorHouse titlesOrders placed directly through AuthorHouse are sent immediately to the authorized printer.”So what Ms [redacted] is saying is, when my book is ordered on Barnes & Noble’s website since nowhere can my book be bought in a physical store, Barnes & Noble calls their distributor and the distributor orders the book directly from Lightingsource without Authorhouse’s knowledge? After the book is shipped from Lightingsource to the consumer or to Barnes & Noble, then Authorhouse is notified of the retail sale? Is this true for all retailers Authorhouse deals with? Now based on Ms [redacted] response to my complaint, it appears the answers are yes to these questions I just askedHowever, this cannot be true since Authorhouse does code retails sales from both Barnes & Noble and Amazon, but as for any other sales they claim not to know who they were from, but only that they are retail sales? Again I ask, how is it that Authorhouse knows a distributor ordered a book from Lightingsource to be printed for Barnes & Noble, but not a sale by a distributor to Lightingsource from “Google Books” for instance?Ms [redacted] writes further,“Marketing Calls and Do not call list: The marketing consultant that was assigned to Mr***, Mark [redacted] , was removed from Mr***’s account months before Mr***’s complaint was received The reassigning had nothing to do with Mr***’s complaint, nor was it implied in the original response that it was.“Is Ms [redacted] kidding? I guess you can write anything and in doing so it makes a lie now trueHere is what Mr [redacted] wrote from the original response and I quote,“The four calls Mr [redacted] received were from his previous marketing consultant However, that representative is no longer assigned to Mr***’s project Mr [redacted] has placed on the Do Not Call/Email list so no additional calls should be received.”If this reassignment has nothing to do with my complaint, then why did MrHopkin’s bring it up in the first place? Any person who reads what MrHopkin’s wrote as a response to the hacalls I received from Authorhouse need not read anything into it other than what was actually writtenYou are right, nothing was implied, it was written straight forward“Mr [redacted] is now Mr***’s previous marketing consultant because he was reassigned since he made four hacalls to Mr***.” Is this not logically what most people would conclude from Mr [redacted] words?Furthermore, If Mr [redacted] was removed from my account months before, then why did he continue to call and hamonths after he was no longer my marketing consultant? Especially when the only calls he ever made to me were after each time I contacted customer service and asked for someone to call me back to resolve the royalty problemIs this simply harassment? And for the official record, no one ever did call and they still haven’t call as confirmed by the call list attachment! And no mention as to why the call list says I called and talked to a Mr [redacted] when in fact I talked to a woman!!!! Where is my answer to that Ms [redacted] ?Lastly, I know not why Ms [redacted] attached a spreadsheet of call reports? Is it to show someone who was not suppose to call me in the first place kept calling my house and hanging up on me every time I called and complained to customer service? I already knew thisStill, I can’t but wonder how a person who is suppose to not be calling me from the Philippines is able to make the calls look like they come from the Indiana OfficeShould I call my phone company and have them send me a call report that shows I am telling the truth and attach that to the next, long winded, no resolution and admission to doing anything wrong, answer?“Mr [redacted] is currently on the Do Not Call list for marketing and publishing opportunitiesIf Mr [redacted] would like to be taken off the do not call list, we request that he respond clarifying that he is amenable to receiving phone calls from sales staff, providing him information regarding publishing and marketing servicesWe will not remove him from the list until he makes clear he is aware of what that entails.”Thank youIf the “Do Not Call” list is only for marketing and publishing sales calls, then keep me on the listI have no intention of ever buying one more service from Authorhouse based on their business practices, lies, and mistreatment of authorsHowever, if being on the Do Not Call list means no one will ever call, even when I ask for someone to call me to resolve issues pertaining to sales, royalties, and everything else that are not a sales call for marketing and publishing opportunities, then I do not wish to be on the list!In summary, Ms [redacted] wrote exactly what Mr [redacted] wrote stating Authorhouse did nothing wrong, there is nothing wrong, and they plan on doing nothing no matter how many ways they say itAnd as such, they have resolved nothing, yet they think they haveIt is strange to think that a person would go through all the effort to complaint to the Revdex.com on various issues when nothing is wrongThen a company, by simply writing words and doing nothing, would expect that same individual to accept that the problems are in someway fixedThey must be truly magical wordsAmazing.Form 1099-Misc: Authorhouse will not send out 1099-Misc under $even when taxes are withheldI get it! But claiming they will if I just ask them too is a lie and we only need to listen to the recorded customer service call to prove it! Attach the audio to your next response to prove I did not ask and I am the one not telling the truthYou clearly have the call recordsI am sure you have the recordings as well! By the way, attach the audio call from Mr [redacted] because my memory must be really bad to think I spent seconds on the phone talking to a woman.E-book sales: I still expect to get paid either for the incorrect royalties or the unauthorized e-book salesI suggest that the next person who writes a response to my complaints not be from the “Global Director Author Satisfaction” nor the “Manager of Author Satisfaction”, but from the legal department!Coding of third party Sales: If Authorhouse is able to code Amazon and Barnes & Noble sales who use distributors that contact Lightingsource, then Authorhouse is able to code other retailers as well since Authorhouse says they use the same systemAt the least Authorhouse can code the “distributor” who ordered the book from LightingsourceSince Authorhouse does not do this, it must be intentional for some reasonOne can only imagine why they record sales this way considering the type of company they areDo not Contact: Consider what I have written in my first reply and again in the body of this reply my written response on this matterDon’t call me to sell me anything and do call me to resolve problemsYou can be sure Ms [redacted] that the information you sent was no more and no less informative than that of Mr [redacted] and does in no way satisfy the main points of this complaintI hope this response is much clearer than my previous response in the same way you hoped yours was.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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Revdex.com, Thank you for giving us the opportunity to address Ms [redacted] ’s royalty payment concernsMs [redacted] states that LifeRich Publishing representatives failed to offer her an explanation as to why the scheduled payments for Qhad been delayedLifeRich is currently upgrading to a new internal royalty payment system, which had caused an unfortunate delay in issuing Qpayments to all authorsMs [redacted] contacted LifeRich on March 8, 2017, and spoke with Customer Support representative Jill O***MsO [redacted] accurately informed Ms [redacted] that there was a delay in royalty payments due to a software conversionAt that time, LifeRich’s IT and Finance department were still working on the technical issues causing the delay and were not able to provide a timeline for implementationTherefore Ms [redacted] was given all information available at that time This delay has since been resolved, and Ms [redacted] has been paid all Qroyalties due to her via direct deposit into the bank account she authorized to receive paymentThe royalty amount earned was issued on March 27, Since royalty statements have yet to be posted online at the time of this response, attached you will find a Sales Informer Report that breaks down the earnings on sales of Ms [redacted] ’s book for QThe report lists each sale by date, type of sale, vendor, quantity, net sales amount, royalty rate and royalty earnedThe total earnings shown were transmitted to Ms [redacted] bank account ending in the digits ***Her royalties for the period have been paid in full In Summary, Ms [redacted] was informed of the Qroyalty payout delay and its cause when she contacted LifeRich Publishing to inquire about her royalty paymentWe apologize that, at that time, we were unable to project when the upgrade would be finalized and payments issuedMs [redacted] has been paid in full and is not eligible for a refund of her publishing package Sincerely, Elaine H [redacted] Manager of Author Satisfaction

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 Xlibris' Claim: “On November 14, 2016, Mr [redacted] purchased a Black and White Custom Publishing package from Xlibris for the publication of his book “ [redacted] .” “He took advantage of a 50% discount ” This is a falsehoodThis is the price they charge everyoneThey claim it is a 50% rate to entice naive prospective clients.“ off the published price and chose to use a three part installment payment plan which added a non-refundable service fee of $to his purchase price, making his total $He 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 monthsHe signed both the Services and Distribution Agreement and the Payment Plan Agreement on November 16, 2016.Mr [redacted] ’s manuscript was received and subsequently endorsed to content evaluation on November 22, Content evaluation is the process in which Xlibris assesses an author’s manuscript to ensure that it meets our standards for publishingThe content of Mr [redacted] ’s book was flagged due to possible libelous content and lack of permission on use excerpts from copyrighted materialsXlibris worked with Mr [redacted] on the requirements to pass the content review process[An updated manuscript was received from the author and was re-submitted to content evaluation on January 9, The second review of the manuscript upheld the initial results with some libelous and flagged statements remaining unchanged.]The above paragraph is a farceYes, they did point out some issues of libel but the corrections were made and resubmittedThen they claimed they re-evaluated the edited version but sent me back he same results as the first one totally ignoring the correctionsIt was obvious that they had not even read the edited copyI sent them a response indicating the error of failing to respond to the revised copyTheir reply to subsequent revisions began coming in with a generic answer that my manuscript still had legal issuesThey refused to tell me “what” issuesAfter doing a great deal of research on the internet as to what constitutes libel and other legal issues related to authors, I began to realize that my manuscript no longer contained any issues with legalityAfter many more attempts to get them to specify what issues they were referring to, I finally realized their claim of continuing libel issues was just a ploy to stall the performance of the deliverables required under our contractWhen pressed for the specific examples of the libelous issues they were referring to, I was told that they didn’t have any staff members who were qualified to determine what exactly the legal issues areIf that is true, how do they make the claim that issues exist?I did not receive even one of the deliverables that I paid for Mr [redacted] agreed to continue working on his manuscript and make the necessary revisions to meet our content standardsA third review was made after submission of a revised version from Mr [redacted] but once the updated manuscript failed to pass our content reviewThe results were communicated to Mr [redacted] in February and he again agreed to make revisions to his workThis is a complete lieA third review was either not done or, if it was, the results were not communicated to me except to say that some other issues still existThere were no specific issues identified that I could work on editing We received a request from him to terminate our services agreement on March 1, All Xlibris refunds are processed within our committed timeline of days from the date of the termination request According to the Termination and Refunds Section of his Services and Distribution Agreement (copy attached), projects with manuscripts failing our content evaluation process, qualify for a refund of the amount paid for the publishing package less a $content review fee, the $account setup fee and, per the Payment Plan agreement (copy attached) the $non-refundable installment surchargeMr [redacted] is due $less $or $ This amount was credited to his account on April 4, in three (3) transactions:I was never told that my manuscript had failed their evaluation processContrary to this claim is the fact that they tried to get me to invest another $to upgrade to a greater package claiming that they felt my book had great potential for movie rightsThe new package would include a video designed to seduce publishers to see the value of my manuscript as the basis for a motion pictureI responded that I may consider it after they filled my original contractThe bottom line is this; I do not agree with the resolution suggested by XlibrisThey did not fulfill even one of the contractual deliverables promised during their promotion made to me to get me to investAs they admitted above, I performed under the agreement to pay the entire sum on the contracted amountWhen I threatened to report this to the Revdex.com and report this on social networks, they did agree to refund the amount they reported aboveHowever, since I received none of the services that were contracted for, they still owe me $The internet is strewn with hundreds, if not thousands, of complaints against Xlibris for the same claims I have made hereA simple search of the Xlibris name will prove this claim correct Regards, [redacted] [redacted]

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms [redacted] ’s request for a refund of her publishing packageOn February 8, 2018, Ms [redacted] purchased the Premier Publishing Package from iUniverse for the special price of $1,She elected to pay in monthly installments which added a non-refundable payment plan fee of $for a grand order total of $1,She signed the Services and Distribution Agreement on February 7, and the Installment Payment Plan Agreement on February 8, After examining Ms [redacted] ’s account e-mails and call reports, we found that while regular communication occurred with her original CheCoordinator during February 2018, it may not have been as often as Ms [redacted] would have preferredShe made us aware of her concerns and was assigned to a new CheCoordinator on March 2, It appears as though her new CheCoordinator was calling during times that Ms [redacted] may have been at work and almost always had to leave messagesWhile they were more successful reaching each other via e-mail, it was apparent that their schedules did not match up in a way that made communication easyThe last phone message left by the CheCoordinator was on April 5, The call reports show that Ms [redacted] returned the call and left a message but did not receive a call backOn May 8, 2018, Ms [redacted] sent an e-mail requesting a refund of her publishing packageOn May 10, 2018, Ms [redacted] spoke on the phone with one of our supervisors who has agreed to be her point of contact and explained everything that needs to happen going forward, including the required page count and image qualityPer this phone call, Ms [redacted] has elected not to cancel her publishing package and to finish publishing her book with iUniverseIn closing, we apologize that Ms [redacted] felt that there was a lack of communication from her CheCoordinatorsGoing forward, she will be dealing directly with one of our supervisors and has agreed to finish publishing her bookWe trust this information illustrates the steps taken to address Ms [redacted] ’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 find that this resolution would be satisfactory to me. Regards, [redacted]

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 $She elected to pay in installments which added a non-refundable $Payment Plan Fee for a grand total of $She signed the Installment Payment Agreement and the Services Agreement (copy attached) on March 25, Ms [redacted] s book, [redacted] ***, was published with her approval on August 4, 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 royaltiesWe 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 (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 returnsExamples showing how the NET sales are calculated can be found in the FAQs located in the Resources section on the Archway Publishing websiteReviewed 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 consumersWhen a book is purchased directly through the Archway Bookstore Website no wholesaler is involved thus eliminating the wholesaler discount from the royalty calculationSubsequently, 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: $(SRP “Suggest Retail Price” of [redacted] ***) -$(55% industry standard wholesale discount) =$(Net cost after wholesale discount) -$(COGS “Cost of Goods Sold) =$(Net after COGS) x 50% (Royalty Rate) = $(Royalty Earned from a retail sale) A purchase directly through the Archway Publishing Bookstore Website $(SRP “Suggest Retail Price” of [redacted] ***) -$(No wholesaler involved; no discount) =$(Net cost) -$(COGS “Cost of Goods Sold) =$(Net after COGS) x 50% (Royalty Rate) = $(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 inkThe costs of color printing vary from printer to printer depending upon the printer location, their suppliers, the machinery/ equipment used and the labor forceEach print partner provides their print cost and we average them resulting in the cost of $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 shippingEven 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 bookPer Schedule A, section of the Services Agreement, Archway selects a default minimum and maximum price range for all versions of the bookThe author may adjust this price provided it stays within the allowable price rangeIn most situations, a higher book price would mean a larger margin for royaltiesThis is why color books tend to have higher retail prices than black and white booksAll 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 aboveIn 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 authorWe make this information available so that authors can better understand the implications of the retail price they choose has on their royaltiesEarned Royalties and Payments Made A detailed sales report showing all sales of her book from August 4, thru end of Quarter 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 websiteThe report shows that she has been paid via electronic transfer for all sales through the first quarter of Her electronic payment for the second quarter will be issued within 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 To avoid federal tax withholding on future royalty payments, she must complete a WformThe 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 Liberty Drive, Bloomington, IN 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 payment which will be issued via electronic transfer in late August or early September in accordance with payment schedule stated in her agreementShould she wish to avoid the deduction of federal tax withholding from her payments, she must fill out a Wform and submit to Archway PublishingWe trust this information clarifies for Ms [redacted] the royalty terms of her services agreementSincerely, 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 I do not have any way of receiving customer receipts for sales of my paperback or e-book editionsHow am I to have access to those records from all on line and brick and mortar stores all over the world ? Xlibris is responsible for ensuring I receive my royalties from all salesThey are distributing my book in paperback and e-book editions and should have all the records available to be examinedI dispute that no one has bought my book since Why is it available in book stores if I am not getting any royalties ?? I feel they owe me more than royalties than they want to payI will not settle until they show me that my book has not been selling.Regards, [redacted] ***

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr [redacted] ’s request for a partial refund of his book orderMr [redacted] writes that his author discount on book purchases and per book shipping costs have remained the same since 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 Trafford Publishing was acquired by Author Solutions and as a courtesy, we honored the generous discount for small quantity ordersNow, after 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 websiteAuthor discounts are based on the quantity of books ordered at any given time, increasing as the quantity of books on the order increasesThe discount schedule for Trafford author orders can be found in the FAQ section of our website at http://www.trafford.com/FAQ/BookSalesOrdering.aspxAs 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 and January 2009, qualifying them for the discount schedule given for packages purchased on or prior to August 31, 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-= 30% discount 25-= 35% discount 50-= 40% discount 100-= 45% discount 250-= 50% discount 500-= 55% discount 1000-= 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 TraffordThe items on the order are listed below: softcover copies of [redacted] $ free softcover copy of [redacted] $ softcover copies of [redacted] $ softcover copies of [redacted] *** $ This order was for a total of 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 $for an order total of $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 oversightRegarding the shipping cost, we recently updated the way our system calculates shipping charges so that they will be calculated more accuratelyShipping and handling costs are determined by weight, destination and the carrier and print vendors used to fulfill each of the items in the orderWe apologize that this change resulted in a higher shipping cost than Mr [redacted] had expectedAlthough 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 $to the credit card used to make the purchase via Transaction ID [redacted] dated 8/8/Future orders will follow the discount schedule above and the shipping charges will be calculated by our updated system and may result in higher chargesIn closing, after reviewing the most recent book order placed by Mr [redacted] , we found that it was placed in accordance with our author discount policyBecause 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 $Future book orders will be placed using the discount schedule above as well as shipping calculated by our updated systemSincerely, 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 I did not use a payment plan I paid in full [Provide details of why you are not satisfied with this resolution.] Regards, Elena [redacted]