Author Solutions, LLC

Dear Revdex.com,Thank you for giving us the opportunity to clarify further for Ms*** the refund policy of the Balboa Press Self-Publishing Services Agreement and how it applies to her cancellation request.Please note that the dollar amounts listed below are in AUD (Australian dollars).Package
Purchases and PaymentsOn June 26, Ms*** purchased the e-book only E-Illuminate publishing package from Balboa Press for $599.00AUD to publish her work entitled “***”She opted to use an auto-charge installment plan, adding a $100.00AUD non-refundable processing fee and making her total purchase $699.00AUD. She made her first payment of $299.66AUD that day with the remaining two (2) payments of $199.68AUD each scheduled to be charged to her card on the same day in the following two months On July 9th she upgraded her package to the Chapter Five publishing package taking advantage of a 40% discount offering reducing the purchase price to $3479.40AUD. Again she elected to use an installment payment plan which added a non-refundable payment plan fee of $100.00AUD, bringing the total cost of the Chapter Five package to $3579.40AUD. At the time of this upgrade, Ms*** made the initial payment for the new package of $795.88AUD by applying the $299.66AUD payment from the canceled E-Illuminate package and authorizing a $496.22AUD charge to her credit card. The remaining installments of $695.88AUD each were scheduled for auto charge on the same day in the following four (4) months A copy of the payment plan agreement is attached for your reference.Per the agreement, her credit card was charged for the second payment of $695.88AUD on August 9th bringing the total paid toward her package to $1491.77AUD Manuscript Submission and Phases of Publication CompletedThe online submission of her manuscript materials was completed on July 13th. As performed on all manuscript materials submitted, a content review was scheduled with completion on July 26th. This service is provided to help authors avoid legal and/or other content related issues with their book such as libel, copyright infringement or plagiarismManuscripts must pass the review in order to proceed to the next phase of publication Her manuscript passed the review and was endorsed to the next phase. If illustrations or editorial services are included in the package or purchased as an aservice, they are the next step in a manuscript’s preparationAs an Editorial Assessment was included in her package, the service was assigned to an editorial staff member and the results sent to her on August 13th With this assessment service, a portion of the work (typically the first chapter or about 1,words) is examined and a sample edit provided that illustrates the type of errors found and recommendations for the level of service that would most benefit the manuscript. The author may choose to respond to the assessment by implementing the suggestions personally, using the services of a professional editor of their choosing, or ignoring the recommendations On August 21st, Ms*** declined further editorial services from Balboa Press editorial staff Cancellation and Refund RequestAlthough Ms*** names several individuals whom she states advised her that a refund would be forthcoming, it is the Refund Department that is responsible for reviewing refund requests and either granting or denying the request. Providing accurate information is important to us and as neither Angel, nor Mary nor Hannah is a member of the Refund Department, we were concerned by Ms***’s statement. Upon review of her account we found that on September 1st her Publishing Services Assistant (PSA), Mary ***, emailed confirmation of an email from the previous day asking for a refund and citing financial hardship. In her email Ms*** advised that she had begun the refund and cancellation steps and to expect a call from her Publishing Consultant On September 8th, Ms*** spoke with her Publishing Consultant, Angel *** about cancellation. At that time she was offered the option to continue her publication by downgrading to a package that fit into her present budget. She declined. Subsequently, her cancellation and refund paperwork was endorsed to the Refund Department for their review and determination On September 18th, Ms*** called to follow up on her refund request. She spoke with Customer Service Representative Hannah *** who advised that the request had been processed and paid that day However, Ms*** was unfamiliar with the payment status terminology, “credit on account,” that appeared on the refund ruling and reached out to the Refund Department for clarification. She called Ms*** back immediately leaving a message advising that she was obtaining more details from the Refund Department Later that day she followed up with an email telling Ms*** she would be contacted by a representative from the Refund Department with the specifics of her refund ruling. On September 21st, Richard *** contacted her by email with the details of the refund request which she included in her filing. Refund Eligibility and Services AgreementIn her filing Ms*** states that she sees “nothing in the terms and conditions where the package had to be paid in full for a refund to occur.” Please refer to the full Services Agreement (copy attached) Section 9, Termination; Subsection 9.1, Your Right to Terminate without Cause, which states: You may terminate this Agreement without cause by providing at least thirty (30) days’ advance written notice to Us of Your intent to terminate and specifying the date of terminationYou shall remain liable for payment of the balance of any payments due pursuant to any outstanding service order(s), additional services, or other fees.In her filing Ms*** references the following portion of the Services Agreement known as Section 10, Refunds; Subsection Refunds following Termination, which reads:You may be entitled to a refund of all or a portion of the amount You paid for a Publishing PackageThe refund opportunity is exclusive to the amount paid for the Publishing Package as referenced in the Service OrderAll other Services are non-refundable after purchaseYou shall be entitled to a refund of the amount paid for the Publishing Package as follows: aPrior to submission of the manuscript: 100% [less a $(AUD) setup fee] bAfter (a) above and prior to start of interior design work: 50% cAfter (b) but prior to final sign-off: 25% Irrespective of (a-c) above, after six (6) months from the Effective Date no refund is due to You. Per these terms, refund eligibility is dependent upon three (3) factors: 1) the total package price; 2) the monies received as payment for the package; and 3) the stage in which the manuscript is in at the time of the cancellation request. When entering into the agreement Ms*** agreed to a specific purchase priceShe chose to pay in installmentsBecause it has been less than six months since the package was purchased, she is correct in stating that she is eligible for refund consideration Her manuscript has reached the stage listed under b above, qualifying her for a 50% refund of the purchase price. This means that in order to receive monies back she must have paid in at least fifty percent (50%) of the package cost Since she has only made two payments on her five payment installment plan she has yet to reach that fifty percent (50%) threshold. In dollar and cents this means: Her publishing package price is $3479.40AUDFifty percent (50%) of the package price is $1739.70AUD.She has made two (2) payments for a total of $1491.770AUDThere is a $247.93AUD shortfall to reach the fifty percent (50%) threshold. A non-refundable payment plan fee of $100.00AUD is also due and payable.Subsequently, an outstanding balance of $347.93AUD remains on her account. As a goodwill gesture and in consideration of her circumstance, we have forgiven the outstanding balance of $347.93AUD remaining on her account. Her account is now clear. In closing, Ms*** purchased a publishing package using a five (5) payment installment plan and requested a refund and cancellation after making two (2) payments. She submitted her manuscript and pre-design services were completed prior to the cancellation and refund request. In accordance with the terms of her signed services agreement, she is eligible for a refund of fifty percent (50%) of the total package price and is libel for payment of fifty percent (50%) of the package priceSince she paid in less than fifty percent (50%) of the package price, she has yet to reach the threshold to receive a refund To meet her fifty percent (50%) payment liability, a balance of $247.93AUD for the package remains on her account plus the $100.00AUD non-refundable payment plan fee, for a total of $347.93AUDAs an act of goodwill we have forgiven the outstanding balance dueHer account is now clear and no monies are owed by either party.She declined our offer to continue with her project by downgrading to more economical package.We trust this information clarifies Ms***’s refund request and cancellation concerns.Sincerely,Elaine ***Manager of Author Satisfaction

Dear Revdex.com,Thank you for giving us the opportunity to respond to *** ** ***’s concerns regarding his publishing package purchased through Balboa Press.It should be noted that the name he is known by since communication began with Balboa Press is *** ***. On January 4,
2017, he agreed to the terms and conditions of the Services and Distribution Agreement (copy attached) as *** ***.On February 6, 2017, he selected the Embark Publishing Package at the special rate of $Per the package’s description on our website, this package is for a book with a color cover and black and white interiorA full listing of the package and its inclusions can be found at the following address: http://www.balboapress.com/Packages/CorePackages/Compare.aspxOn February 14, his CheCoordinator called and emailed him to introduce herself as his guide through the submission process, attaching a Submission Information Form and several other documents with guidelines for submission of the manuscript and materials plus an overview the steps in a book’s preparation.On March 31, 2017, we received his manuscript and after confirming that it was the final version it was sent for a mandatory Content EvaluationOn April 7, 2017, the CheCoordinator emailed asking for his completed Submission Information Form which conveys information and instructions needed by us to prepare his bookA copy of the form along with a list of potential production fees such as extra rounds of corrections or resubmissions should they be needed at a later dateTo date, his Submission Information Form has not been returned to usOn April 12, 2017, he was informed that his manuscript had passed the Content EvaluationDuring the conversation, it came to light that he had images placed in the book that he desired to be in colorHis CheCoordinator explained that he had purchased a black and white publishing package and that he would need to discuss with his publishing consultant upgrading to a color publishing package if he wanted color images on the inside of the bookOn April 20, 2017, he sent an e-mail which expressed his desire to cancel his contract with Balboa Press and a refund request was entered into our systemAt this point, he may proceed in one of three ways: 1) Go ahead with the publishing package he has currently in which the interior images will be printed in black and white,2) Upgrade to a color publishing package or3) Cancel his contract with Balboa Press The refund policy is outlined in section of the Services and Distribution Agreement he authorized in January of (copy attached). In accordance with the agreement, because he already submitted his manuscript, a refund of 50% of the purchase price of the publishing package is refundableThis means that if he chooses to proceed with the cancellation of his publishing package, he would receive a refund of $494.55.In closing, we would be happy to assist MrM’abioal in completing the publication of his black and white book, or the upgrade to a color publishing packageShould he choose to move forward with the cancellation of his publishing package, he would be issued a refund of 50% of the purchase price via checkWe await his direction.We trust this information illustrates the steps taken to address his concerns.Sincerely,Elaine H***Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr*** regarding the refund of his publishing package with Archway PublishingOn March 26, 2015, Mr*** purchased the Storyteller Publishing Package from Archway Publishing for a total cost of $He returned his
signed Services Agreement on April 1, and was contacted by his first CheCoordinator (CIC) the next day via phone and e-mailShe provided instructions via e-mail explaining how to set up an author account on the Archway website and how to submit the manuscript and other book related materialsMr*** spoke to his first CIC throughout the month of AprilOn May 6, Mr*** spoke to his Author Assistant on the phone and was informed that his CIC was no longer with the company and that he would be assigned a new CICShe also followed up with an e-mail which included a summary of the phone conversation as well as manuscript submission instructionsOn May 11, Mr*** new CIC e-mailed him to introduce himselfIt wasn’t until the end of December 2015, that Mr*** was ready to submit his manuscript and attempted multiple times to reach his new CICHe was able to speak with operators and the salesperson that sold him his publishing package, but did not receive a call back from his CIC until January 12, At this point, Mr*** stated that he wanted to cancel his publishing package and would like a full refund. Section five, Schedule A of the Services Agreement (attached) that Mr*** signed in April states that no refunds shall be given after six months of the signing of it; however, taking into account the lack of contact from the CIC and the fact that Mr*** hasn’t yet submitted his manuscript, upon Executive Review his request for refund of the full amount of his publishing package has been approved and the refund has been processed to the credit card of recordIn closing, we apologize that Mr*** had a difficult experience with his CheCoordinator, and are saddened that he has decided not to pursue publishing his book with Archway PublishingAs a gesture of good will, we have refunded the full amount of $to Mr*** credit card, transaction number ***Sincerely, Elaine *** Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to again explain the content evaluation for Mr***’s book
First, Mr*** is no longer a client of iUniverse. His project, “*** *** *** ***” was refunded and cancelled in December 2015, per his request. Because he has no desired resolution in his latest filing, we will again go over the content issues with his cancelled project
Mr*** continues to express frustration over the title of his book failing content in December. However, Mr***’s manuscript repeatedly failed the content guidelines as well, including in the final evaluation done on December 1, 2015.
Mr*** writes “I told the representative (Diane) on September 1st, the name of my book and gave a short summary.” A title and book summary are not enough to flag a project for potential issues by a publishing consultant. It isn’t until the manuscript is reviewed, cover art reviewed, etcby a content evaluator that issues are found.
Mr*** writes “They finally admitted they could not do the book after I told them I would not pay for editing services and I was unhappy with their method of stringing me along.” There is no mention of payment for editorial services in Mr***’s account because his project had not made it that far. iUniverse staff never refused to publish his book; it was Mr*** that chose to cancel the project because he did not wish to make any further changes to the project
He also says “They kept saying Mr*** we need you to change this or that in emailsThey would not provide an extensive analysis of what I needed to change in my work and what needed to be corrected but asked me to change a few things at a time to string time along.” Attached are two emails from MrLee, explaining in detail what Mr*** needs to change, in some cases the same material both times.
Also, we’re unclear as to what “string time along” means. Mr*** never provided staff with a deadline, nor does staff impose a deadline on an author. If Mr*** is insinuating that the time an author is in pre production effects the refund, it does not. If the author’s project fails content guidelines on the first submission or the tenth, it is the same refundAnd Mr*** was provided a larger refund than the Terms and Conditions outlined, as explained in our previous response
That said, while the title was not mentioned in the three previous content fails, his manuscript still contained libelous material that needed to be removed or amended. It was not only the title that failed the content guidelines in December. Mr*** chose not to make any further changes to the manuscript and requested a refund, which was completed in December 2015. Mr***’s project was cancelled and he is no longer a client of iUniverse
In summary, Mr***’s manuscript continually failed the content guidelines. He chose to make no further corrections and requested a refund. The refund was completed in December 2015. His project is now cancelled. Mr*** has no desired resolution in his filing.
Sincerely,
Elaine ***
Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Ms***s concernsMs*** has three (3) e-books published through BooktangoA mass emailing to all Booktango clients was sent on September 23, advising of changes to the Booktango website. The email stated that
beginning September 30th the services store and publishing packages would no longer be available which means that no new books will be accepted for publishing or any new services added to existing projectsThe email also assured clients that the on-line bookstore will not be affected and their already published books will continue to be there for readers to purchase and leave reviewsAccording to notes left by our representatives, Ms*** had asked where Booktango authors who wish to publish new books are being referred toBooktango is owned by Author Solutions and authors wanting to publish new books are being referred to Xlibris, which is one of the Author Solutions imprintsThis is why Ms***s phone call was transferred to a sales person from Xlibris and why the Xlibris representative knew her nameAfter reviewing Ms***s complaint regarding her interaction with a member of the Xlibris team, we were able to find and listen to a recording of the phone call in question which took place on September 26, We apologize if Ms*** was offended by anything that the representative said; however, we feel that it may have been a misunderstandingWe feel that the sales representative was attempting to find out if Ms*** had a budget for publishing and chose an inappropriate way of asking the questionAt no point in the conversation did the representative “defame” Ms***s name or characterFrom the beginning of the call, Ms*** seemed to be agitated and was speaking in an accusatory manner throughout the conversationThe representative was constantly interrupted and chose to end the phone call when Ms*** began shouting and using profanityIn closing, we apologize that Ms*** felt offended by her interaction with a member of the Xlibris teamThe employee that she spoke with has been coached on how to better communicate with his customersSincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com,
Thank you for the opportunity to verify that Mr*** refund followed the timeline of the refund policy stated in our publishing agreement
Mr*** *** verbally and financially committed to publish a book with Xlibris on December 28, 2015, purchasing a Picture
Book-Children’s Ballad publishing package at a promotional rate and five (5) apublishing and promotional services for a total commitment of $A breakdown of the services purchased is attached for your reference
In his filing Mr*** states that information presented to him during discussions with his publishing consultant was inconsistent with the self-publishing services agreement he received for his review and signatureAs it is important to us that our representatives provide accurate information, an audit of the conversations between Mr*** and his consultant was conducted. Their conversations began in late November and continued through early February of The audit failed to find any misrepresentation by our consultant regarding any part of our self-publishing services agreementTheir dialogue also showed that the author was comparison shopping Xlibris with several other publishers and asked many questions
The Self- Publishing Services Agreement contains the provisions that the services purchased by an author are subject to. With the agreement an author is hiring us to perform certain creative, publishing, marketing, distribution and promotional services for the specific services they have chosen to purchaseEach of these specific services is set forth in one or more separate Service Orders with full descriptions available on our website A copy of the full agreement is readily available to all to review thru our website at the following link: http://www.xlibris.com/uploadedFiles/Agreements/AuthorAgreement_100_XlibrisUS_09...⇄ /> Also in the complaint Mr*** states that he proposed amending the language of the publishing agreement yet he omits the specifics of what language he desired to changeThe audit found that on January 11, Mr*** posed a request to amend the agreement regarding the payment of taxes on royalties earned and his retention of the rights to his bookThe request was declined
We have reiterated to Mr*** that our publishing agreement is open ended and non-exclusiveThis means that there is no set term for the contract, but that it can be canceled at any time at his discretionBecause it is non-exclusive, it means that he may pursue publishing contracts with other publishers and actually have another contract with another publisher or agent regarding the same work without violating the terms of the agreement with XlibrisWe have assured him that he will continue to own the rights to his book during and after the publication of his book with us
On January 13, 2016, he requested cancellation of his project and a refundAll requests to terminate services and refund requests are processed according to our Refund Policy found in our Self-Publishing Services Agreement, Section 8, copy attached, and also published on our online websiteEach refund request is reviewed to ensure accuracy of the payout and this process may take at most thirty-five (35) days from the date of the termination of the service
A full refund of the payments made by Mr*** to Xlibris was processed to the credit card used to make the purchase on February 11, 2016, within the published refund timelineThe refund
Mr*** indicates that he initiated a credit card dispute with his credit card company; however, we have received no documentation from his credit card company regarding any dispute
In closing, Mr*** request to amend our Self-Publishing Services Agreement was declinedA refund was processed within our published timeline for refund requests and returned to the credit card he used to make the purchase
We hope the information provided with this letter illustrates the steps we have taken to address Mr*** concerns
Sincerely,
Elaine ***
Manager of Author Satisfaction

Dear Revdex.com, Thank you for bringing this matter to our attention and for the opportunity to present our side of the case Ms*** *** signed up with Xlibris on April 18, to publish her book entitled ”*** *** ***.” The book completed its publication process and was made
available for sale with Ms. *** approval on June 29, To support her marketing plans for her work, Ms*** also purchased our Edge Plus Marketing Package on April 25, Please see list of the inclusions of this marketing package and their descriptions below Bookstore Returnability - months Bookstore Returnability is an essential element to earning shelf space and/or in-store book signingsWith this service, an author's book will be designated as “Returnable” in Ingram’s ipage ordering system for retailers and libraries(Ingram is the world’s largest wholesaler and distributor of books.) Search Engine Marketing - clicks This service enables authors to target millions of Google users and drive visitors to a website where they can purchase an author’s bookBy strategically placing the book’s ad on the search results page when people search for key words associated with your book, this can drive interested parties the book’s website, increase online presence, and maximize book sales Press Release Xlibris will create an original and compelling press release that will command media attentionWe will generate a unique list of media who are likely to respond to your press release’s message based on the author’s preferred locationWhen your release goes out, Xlibris will act as the primary media contact, forwarding interview requests to you and fulfilling review copy orders at no charge to you or the media In order to address Ms***’s concerns on the fulfillment of the Press Release campaign, we have explained to her that the fulfillment of this service (particularly from a distribution standpoint) is in partnership with *** Inc*** is a leading provider of public relations software that enables professionals to communicate with other professionals through the world’s largest pitchable media and blogger databaseUpon receipt of the Press Release Approval Form from Ms***, Xlibris distributed the Press Release to media outlets which subscribe to ***, based on the five preferred distribution locations and her hometown of MontrealAs described in the attached form submitted by Ms***, Xlibris ensures the best coverage by limiting distribution to the *** subscribed media outlets from the preferred locations of the authorMedia Outlets will be considered as long as they are geographically located within the author’s preferred locations, but Xlibris does not discriminate based on language or main business activitiesPlease refer to the attached email sent to Ms*** with the list of media recipients for her press release campaign In summary, Xlibris fulfilled the Press Release component of Ms***’s Edge Plus Service based on the agreed criteria stipulated in our service approval formWe understand and acknowledge Ms***’s request for refundHowever, our records indicate that the services contracted for her book have been fulfilled, forfeiting her eligibility for a refundWe have also explained to Ms*** that due to limitations in our agreement with ***, we are unable to share the requested contact information of the media outlets included in her campaign We hope the information provided with this letter illustrates the steps we have taken to address Ms***’s concernsPlease let us know if additional steps need to be taken for an amicable close to this case *** *** Global Director-author satisfaction

Dear Revdex.com, Thank you for the opportunity to explain the marketing services recommendation made to and accepted by Ms*** Ms*** *** signed up with Xlibris on March 25, to publish her book entitled “*** ***”Ms*** purchased a
Professional Black and White publishing package and was able to take advantage of a promotional rate of $from the regular $priceShe opted to use an installment payment plan which added a $non-refundable surcharge, making her package total $655. The book completed its publication process and was made available for sale with Ms***’s approval on March 6, Xlibris marketing services are not mandatoryAs described in our website under the Marketing FAQ section; there is no right or wrong way to market a book, each manuscript requires a different tactic to optimize its sales potentialXlibris offers around active marketing services for authors to consider when creating their marketing plansThe list of these services and their fulfillment details are readily available for authors to review through our website. http://www.xlibris.com/ServiceStore/ServiceList.aspx?Service=CAST- Marketing consultants advise authors of our marketing and promotional tools with consideration for the book’s genre, the author’s budget, he work’s target market, author participation and desires for direct involvement, etc Marketing Consultation Ms*** wrote that she believes Xlibris was negligent in failing to inform her of the Bookstore Returnability Program (BRP) marketing service It is important to us that authors receive accurate and helpful guidance when selecting services from Xlibris. Subsequently, in response to her concern, we initiated a review of her account During the production stage of her book, an Xlibris marketing consultant contacted Ms*** to provide marketing advice for her book We reviewed the recording of her conversation with her marketing consultant and found that when asked about her marketing plans for the book, Ms*** told her consultant that marketing is not a priority for her work and went on to explain that she is publishing the book to fulfill a promise and not to make a lot of money Considering the sheer numbers of marketing and promotional opportunities we have to offer our published authors, we must rely on the author’s vision for their book in order to recommend those services that will move them to that goal. Marketing strategies for first time authors typically concentrate on introducing the author and the new book to a targeted audience With this goal in mind and with the absence of a defined focus from the author, her Marketing Consultant suggested the Value Marketing Package as an initial platform to introduce her book From the recording we were able to confirm that the fulfillment details and benefits of the Value Marketing package were carefully discussed with her before she made her decision to purchase. For an investment of $499, Ms*** was able to take advantage of three publicity services which if individually purchased would cost over $As a new author with her first publication, this is an ideal package which serves to introduce Ms*** and her work to media outlets and direct consumers once the book is published It includes: Email Marketing Campaign to 200,addressees who have requested to receive information about new releases in specific genres Book Review Campaign to secure media reviews of the workPress Release Campaign announcing the work to specific media outlets Depending upon the outcome of the campaigns and the author’s preference, a more aggressive plan can be developed down the line with or without the other marketing services that Xlibris offers Our review found that the Bookstore Returnability Program was not specifically discussed with Ms***, nor did she mention, suggest or inquire about book signings as an immediate goal for her book. Bookstore Returnability programFor more information on the service, please refer to the Xlibris website link below:http://www.xlibris.com/Servicestore/ServiceDetail.aspx?ServiceId=BS-48872 Although this program makes it more advantageous for a brick and mortar bookstore to order copies of a book, it does not guarantee that they will do so. Xlibris does not have control over whether a bookstore will order and stock a book or schedule a signingEach bookstore, be it commercial or independently owned, manages its own business operations including which titles to stock on its shelves and the promotional events they will host. Request for free Bookstore Returnability programOur research also found our accepted response time for an email dated April 1, from Ms*** regarding the Bookstore Returnability Program (BRP) exceeded the hours timeline Due to the nature of the concern, the email was forwarded to Ms***’s consultant who was not able to read it until the following week upon their return from a scheduled vacation leave On April 6, we received this complaint and opted to address her concerns through this response. Ms*** contacted our office on April 16th and spoke with her marketing consultant, expressing her request for a complimentary Bookstore Returnability programShe was offered the option to exchange her Value Marketing Service for the Bookstore Returnability Program. She declined stating that she wanted them both at no additional cost to her. The consultant advised that any other options must be approved by his supervisor who was in a meeting at the time. Ms*** agreed to accept a call from the supervisor The supervisor attempted to reach Ms*** the same day, but was unsuccessful. Ms*** may purchase the Bookstore Returnability Program at its listed price of $However, as a good will offer, we are prepared to reduce the price to $to mirror the cost of the Value Marketing Package. In summary, our research found no evidence that Ms*** conveyed interest in book signings to her consultant during their conversations. Subsequently, the Marketing Consultant explained a relevant marketing plan for a new author which she agreed to and purchased. She declined an offer to trade the Value Marketing Plan for the Bookstore Returnability Program. If Ms*** desires to add the Bookstore Returnability Program, she may do so by purchasing it through her to Marketing Consultant. In the interest of good will, the discounted price of $for the Bookstore Returnability Program will be extended. We trust this information illustrates the steps we have taken to address Ms***’s concern. Sincerely, *** ***Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information provided by Authorhouse is incorrectJust twenty minutes ago, I ordered a copy of my book from one of the online sellers and anyone can order themSimply google the isbn#'s and go to any of the sites and you will be able to order the books. And they won't be published by *** *** ***They are published b Authorhouse*** *** published this book under different isbn#'sThe isbn#'s that authorhouse published under are: ***, *** and***. Go online and order a copy
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to explain what has transpired with Mr***’s eBook listings on Amazon. In September 2016, Mr*** emailed Abbott Press customer support, asking why his eBooks were no longer available for purchase on Amazon’s website. He was told: At
this time, Amazon had unilaterally delisted your bookWe are continuing to pressure Amazon to re-list your bookWe understand your frustration and we have contacted Amazon numerous times regarding your delistingIt was not our intention to have your book de-listedRest assured that we are doing our best to have your e-book on Amazon Kindle again. Mr*** then asked why his eBooks had been delisted. At that time, it was unknown why Amazon chose to delist Abbott Press eBooks and Mr*** was told as muchIn October 2016, Mr*** followed up via email about the status of his eBooks on Amazon. He also asked why Abbott Press did not notify authors of the problem. The customer support representative responded to Mr***, telling him that Amazon did not notify Abbott Press prior to the delisting of the eBooks. Therefore, we did not know to contact authors immediatelyBelow is the information Mr*** has requested in this filing: Amazon delisted Abbott Press eBooks on August 30, The reason given by Amazon was the Abbott Press account name was too similar to another Author Solutions imprint. Author Solutions is only allowed one account with Amazon. However, due to the quantity of imprints under that header, each imprint needs its own account in order to display correctly. We cannot change the account name at this time, as that violates Amazon’s Terms and Conditions. No mass communication was sent to authors initially because Abbott Press hoped to work with Amazon and have the issued resolved quickly. When that did not happen, we did not send any mass communication as not to disappoint the authors, especially considering Amazon has not provided any resolution suggestions or timeline to Abbott Press to provide to authorsAbbott Press staff has repeatedly tried to find a way to communicate with Amazon on this topic, but our requests have not been appropriately responded to. The requests keep getting pushed into a bin of essentially automated responses that have no help or means of resolution. Amazon has provided no timeline as to when the issue will be resolvedTherefore, we cannot provide one to authorsAbbott Press is also exploring third party solutions in our efforts to find a resolution to this situationMay we point out that Mr***’s titles are available for sale as e-books in an ePub formatThe ePub version is compatible with most e-book readers and is available for purchase thru retailers serviced by our distribution network partners such as Barnes & NobleAlso, the printed paperback versions are available for purchase thru our distribution network including at both Barnes & Noble and Amazon website bookstoresIn conclusion, Abbott Press recognizes and acknowledges the inconvenience this action by Amazon has caused Mr*** and other Abbott Press authors. We continue to work diligently toward resolving the issue and apologize for the length of time it is taking to do soUnfortunately, until we receive further instruction and guidance from Amazon and an actionable timeline, we are unable to respond more specifically to Mr***’s query. Sincerely, Elaine H*** Manager of Author Satisfaction

Dear Revdex.com, Thank you for the opportunity to address Ms***’s royalty related concernsMs*** published two books with Xlibris Australia. Her first book “*** *** ***” was published on ** *** *** (fourth quarter 2015) and her second book “*** ** ***” was published ** ***
*** (second quarter 2016). Below is the verbiage in Ms***’s publishing agreement, attached, that outlines timing of royalty payments: Timing of Payment of Author RoyaltiesQualifying Sales and Author Royalties will be calculated on a calendar quarter basisPayment of Author Royalties ("Royalty Payments"), if any, will be issued as follows: (a) First quarter (for Qualifying Sales in January through March)- Royalty Payment issued by May 31st; (b) Second quarter (for Qualifying Sales in April through June)- Royalty Payment issued by August 31st; (c) Third quarter (for Qualifying Sales in July through September)- Royalty Payment issued by November 30th; and (d) Fourth quarter (for Qualifying Sales in October through December)- Royalty Payment issued by February 28th of the subsequent yearThe timing of actual receipt of the Royalty Payment by You may occur after the dates set forth above, due to a variety of factors including, but not limited to, transit time in the mailFurthermore, We are not responsible for Our banks’ inability or failure to process Electronic Funds Transfers ("EFT") or wire transfers, if available, in a timely manner, which may delay the issuance and/or Your receipt of the Royalty PaymentIf the Author Royalties earned in any calendar quarter exceed one hundred AUD (A$100), the Royalty Payment will be issued according to the schedule aboveIf the Author Royalties earned in any calendar quarter are equal to or less than one hundred AUD (A$100), that quarter's Author Royalties will be carried forward and added to the subsequent quarterly Royalty Payment (the “Cumulative Author Royalties”)Until the Cumulative Author Royalties exceed one hundred AUD (A$100), each quarter's Author Royalties will be carried forward and added to the Cumulative Author RoyaltiesWhether or not they exceed one hundred AUD (A$100), the Royalty Payment for the Cumulative Author Royalties for each calendar year will be issued to You by February 28th of the following yearAttached is Ms***’s quarterly royalty statement. Ms***’s first book went live during the fourth quarter of 2015. She earned A$that quarter. This is the cleanout quarter or the quarter in which royalties that never reached the minimum threshold of A$are paid, according to her publishing agreement. Older Xlibris Australia agreements use the third quarter as the cleanout quarter. Unfortunately, the system tagged Ms***’s account as an old agreement and therefore, she was not paid in the fourth quarter because the system saw her due balance as under threshold. Ms*** submitted her bank information for electronic funds transfer on June 2016. Her accumulated royalties did not reach the minimum A$threshold so they were to be paid in the fourth quarter of payout. However as Ms*** has been told, due to system issues, the Australian bank that issues our AUD checks would not accept the payment file. These issues continued through the first quarter payout as well. We have continued to work with the bank and are encouraged that the electronic payments will be released in the second quarter of payout occurring in September. No royalties were due to Ms*** on December 2016, as she states in her filing, as evidenced by the payment schedule above from her publishing agreementMs*** writes “the books supplied to *** *** were not added to the royalties due.” When a search of Ms***’s book is done on the Koorong website, it says “50+ available from our distribution warehouse.” This is called virtual inventory. Xlibris Australia is a print on demand publisher. That means that a book is only printed when an order is placed; there is no stock sitting in a warehouse or at the printer. Bookstores/online retailers are unable to place an order for a book that is not in stock. Because of that, our distributor advertises copies on hand, when no copies have actually been printed. This enables bookstores/online retailers to see copies available for purchase, thus allowing them to place ordersIn closing, Ms***’s fourth quarter royalties were not paid because of an error in our system. Her royalties were below threshold and were set to be paid in the fourth quarter payout. Because of ongoing system issues with the Australian bank accepting our payment file, those have not yet been paid. All Ms***’s royalties should be paid directly to her bank account on file in the second quarter payout, occurring next month. Sincerely, Elaine H*** Manager of Author Satisfaction

Thank you for your email with the response from XlibrisI objected to their response and wish to provide you with the following points for my objection:
a. My agreement as communicated to me with Paul *** was for six monthly installments of $for six monthsSee attachedAt no point was there any discussion or agreement for anything other than six monthly payments of $each
b. My book did not go live on 12/18/There were no pictures of the book or any summary of it on Amazon (or any other site), neither could it be purchased from that site on 12/18/I took pictures of that site on 12/18/to prove my pointI will see if I can forward same to you from my phoneThey hounded me and told me that if I paid in advance, my book would be ready to go live on 12/18/They lied to meThe 18th was a very significant date for me because many negative stuff happened to me on 12/and I wanted to take back my power by having something significantly positive happen for meIt was on 12/18/that I got marriedIt was on 12/a couple years ago my marriage and family broke upMy home was schedule for Sheriff Sale on 12/18/So I wanted my book go live on 12/18/to put a positive spin on 12/I had many of my FB friends ready, willing and able to purchase a copy of my book on 12/18/but they could not because it was not live
c. They had even included a site that was long out of business as one of the sites they would list my book on….Borders to be exact
d. My book cover was supposed to be done in blue and *** and they did it in white instead
e. The words were supposed to be jumbled as I communicated to Michael ***See attachedThey did the words in list format
f. To date I have not received my complimentary copies of soft-covers and hard-covers which is yet another financial setback for me, even though I paid in advance and I made the payment for the shipping
g. There are in excess of complaints against this company and when I point that out they told me that is nothing compared to how long they are in business and how many customers they have
h. They breached the contract in the payment schedule and amounts they sent me and failed to deliver on my requests in terms of color and wording
i. They failed to deliver my complimentary copies
j. I repeatedly requested that they remove (or get it removed), the copious amount of materials on my book where people can simply read for freeTo date, that has not been done
k. They had not given me a breakdown or explanation of the 35% fee they are charging for the sale of my book
l. I have no guarantee that whatever online signature they showed were actually done by me as I tended to give email responses
Because they have failed so miserably to satisfy our agreement and the delivery of what they have promised; and their track-record of customer complaints, I am requesting a refund on my account
With kind regards,
*** ***
Regards,*** ***

Dear Revdex.com,
Thank you for the opportunity to describe the steps taken to resolve Ms***’s the book printing concerns
On July 22, 2015, Ms*** purchased copies of her book from her book consultant.
Ms*** called customer service on August 9, to speak with her book
consultant and explain that the covers of her books were curling. The customer service rep said he would have the book orders customer service department contact her
On August 11, 2015, Ms*** spoke with Joseph *** in the book orders customer service department. Mr*** requested that Ms*** email pictures of the curling issue to him. At that time Ms*** requested a refund. In order to proceed with either a refund or replacement copies, the book orders customer service department must receive the pictures to forward to the printer.
A week later on August 18, 2015, Ms*** called again to speak with Mr***. He let Ms*** know that the printer was going to send her replacement copies. She stated that she did not want replacement copies; she wanted a refund. When Mr*** said that a refund would not be granted for this issue, Ms*** asked to speak with a supervisor
That same day, Mr***’ supervisor, Rey *** spoke with Ms*** about the issues with the book order. Mr*** explained again that no refund would be granted but we would be replacing the books. Ms*** stated that she did not want replacement books because the event for which she purchased the books had passed. When Mr*** did not grant a refund, Ms*** requested Mr***’s supervisor
Sharon ***, Mr***’s supervisor, spoke with Ms*** on August 20, and reiterated the same information provided by Mr***. Ms*** also told Ms*** that the heat generated by the printing press or other factors such as humidity, can cause waviness in the pages.
Unfortunately, what Mr*** or Ms*** failed to acknowledge is that, based on the images Ms*** emailed, the pages inside the book are not wavy. The issue is with the cover; it is bent backward in a rainbow shape. This is outside the printer variance allowed
After receiving the pictures from Ms*** and speaking with the printer to verify that the curling is outside printer variance, Ms*** should have been granted a refund, as she requested, instead of replacement copies. Regrettably, this did not occurOn August 24, 2015, a refund for the full amount paid by Ms***, $91.24, was approved and paid back to the credit card used to make the purchase, transaction number ***We apologize for the delay in implementing her refund
In closing, Ms*** received inferior books for a book event. After she sent the required proof and requested a refund, replacement copies were ordered instead. On August 24, 2015, a full refund on the book order was approved and paid to the credit card used to make the purchaseWe apologize to Ms*** for any inconvenience caused by our delay in completing to her refund request
Sincerely,
Elaine ***
Manager of Author Satisfaction

Dear Revdex.com
Thank you for the opportunity to access the work of a third party service provider through the copyediting provided to Mr***
On September 26, Mr*** *** purchased a Black and White Premium Publishing Package to publish his book entitled “***.” He took
advantage of a promotional offer reducing the package cost by 30% to $Also, he added the Hollywood Ticket marketing service at the special price of $479. He arranged payment for both purchases thru a four (4) auto-installment payment plan which added a non-refundable sfee of $30, making his total purchases $His title completed publication and was made available for sale with his approval on November 13,
On November 17, he purchased two (2) promotional event services: the Book Exhibit Plus-National event ($1,801) and the Coast-to-Coast 2016- Book Gallery event ($1,199)He again chose an installment payment plan incurring a $sfee, making his total for these services $3030.
Editing Service
Mr***’s questions the editorial services performed for his title. Upon receipt of this complaint, we confirmed that his package contained copyediting and we had received his approval of the editing before sending the manuscript to the next phase of production. A copy of his signed approval is attached for your reference.
A review of the edited manuscript was conducted and from it we were able to confirm that there were errors which were missed during the editorial processA further review of the production history of Mr***’s title confirmed that the editorial service was performed by one of our service vendorsA third party vendor is sometimes contracted by Xlibris to perform services such as editorial, illustrations and other production services as a means of keeping up with surges in the production service demands during peak monthsThese vendors are chosen after completing a thorough contract bidding procedure with special consideration to their track record, output and credibility
We thank Mr*** for calling this issue with one of our vendors to our attention. We wish to extend our apologies to him for any inconvenience or difficulties he may have experienced as a result. Xlibris is currently reviewing the terms of the vendor’s contract and taking appropriate action to address Mr***’s feedback with them
Hollywood Ticket
Mr*** selected the Hollywood Ticket marketing service to expose his work to the entertainment community and improve its chances of being chosen for adaptation somewhere within the industry. As each entertainment entity makes their own decision regarding the material and projects they chose to take on, Xlibris makes no guarantees that the service will result in an offer
In fulfilling the Hollywood Ticket Service, an independent entertainment industry professional prepared a Script Coverage of his book, an industry standard report used for identifying new material for feature films or television seriesThe script coverage includes both a thorough synopsis of the characters and events and a critical analysis of the storyline of the book that is delivered to specific Hollywood management and production companies for their consideration. Thru the coverage the industry reader also recommends material to Hollywood agents, writers, directors and producers via our exclusive Hollywood DatabaseHollywood is notoriously slow in making decisions regarding projects.
The service has been fulfilled by Xlibris and we have attached a copy of the script coverage for your reference
Promotional Event Services
Both the Book Exhibit Plus-National events and the Coast-to-Coast 2016- Book Gallery events have dates in the future and therefore will be fulfilled in accordance with their scheduled dates
In summary, we thank Mr*** for alerting us to an issue with our copyediting service so that we may improve the quality of our services and enhance our author’s publishing experienceWith his permission, Xlibris will re-edit his manuscript and republish his work with the corrected contentUpon publication, Xlibris will also reprint his complimentary copies and printed marketing materials and announce the republication of his work through a press release to a unique media list
We hope the information provided with this letter illustrates the steps we have taken to address Mr***’s concerns
Sincerely,
Elaine ***
Manager of Author Satisfaction

Dear Revdex.com, Thank you for giving us the opportunity to respond to Mr***’s concerns regarding his book, *** ***Mr***’s book was published as a print on demand title with AuthorHouse (which has always been a print on demand publisher) on July 22, By definition, a print on demand
title is only printed when an order is receivedTo verify sales, a report is provided by each of our distribution print partners and e-book distributorsThe reports are collated, verified for royalty eligibility and royalties disbursed quarterlyInformation on sales of specific products from retailers is considered proprietary information and in most cases will not be released to individuals for privacy reasons. As stated above, the sales information is reported to us, the publisher, and verified with our print partners and then provided to the authorThere may be retailers listing a certain number of books in stock due to the practice of distributors utilizing virtual inventoryBecause most bookstores are unable to place an order for a book that is not in stock, distributors will advertise copies on hand when no copies have actually been printedThis practice is called virtual inventoryThis enables bookstores to see copies available for purchase, thus allowing them to place ordersWe are only able to pay royalties on sales that have been reported to usIf Mr*** thinks that there are sales that have gone unreported, he would need to provide us specific documentary evidence of the sales so that we may dispute the data our distribution partners have provided. Such evidence may be dated sales receipts, specific vendor names and dates of purchase or the printer code found on the last interior page of the bookAttached with this response are the following accountings of reported sales and royalty payments: A Quarterly Royalty Report showing all royalty earning sales of Mr***’s book from its publication to presentIt should be noted that the last sale of his book took place in December of This report is available to Mr*** at any time by logging into his author account on the AuthorHouse websiteA Sales Data & Royalty Report containing the following:A Sales Report showing the lifetime sales of Mr***’s bookA Payment History listing of all royalty checks issued to Mr***After conducting a thorough audit of Mr***’s account we found that the information reported to us from outside distributors matches the data found in our systemsDuring the audit, we also found that there were two occasions in which orders reported were coded incorrectly resulting in the incorrect royalty amount being calculatedThese instances are highlighted on the attached Sales Report which also includes a description of the errorsAs a result of these errors, we found that Mr*** is due an additional $in royaltiesA request has been entered to issue a check for the outstanding royalties due to himRegarding the rights to Mr***’s work, he owns the rights to the content of his bookAuthorHouse provided a unique ISBN for his bookAn ISBN (International Standard Book Number) is a standardized number used by publishers and booksellers to distinguish individual booksA book search by ISBN will contain several identifiers including a unique publisher’s codeThis means that the ISBN provided by AuthorHouse is specific to us but does not signify ownership of the titleMr***’s book was cancelled with AuthorHouse at his request in February of He may republish his book with a new publisher; however, it would need to be assigned a new ISBN and have all references to AuthorHouse be removedShould he decide he would like a copy of these files, he may request them by contacting our customer service teamIn closing, we trust that the information above clarifies the royalty process and ownership of *** *** for Mr***Should he have any additional questions he may contact our customer service team at any timeSincerely, Elaine H*** Manager of Author Satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response 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,
*** *** To Revdex.comThere are statements.The dates are not correct andThe signature on page is definitely not mine

Dear Revdex.com,Thank you for giving us the opportunity to again explain the refund for Mr***’s project. We would like to thank Mr*** for clarifying which project he was requesting a refund.Mr*** purchased the Premier publishing package, normally priced $1099, for the discounted price of $769.30, along with the US Copyright Registration and the Library of Congress Control Number for $each, totaling $869.30.Below is a listing of the services included in the Premier publishing package Mr*** purchased for “Dreamscapers,” along with the two add on services of US Copyright Registration and Library of Congress Control Number. US Copyright Registration-there is a three month grace period before the Copyright Registration is filed. This timeline exists in case the author decides to make changes to the live bookMr***’s project was completed and made available for purchase in August 2014. He chose to cancel this project in November 2014. Therefore, the Copyright Registration was not fulfilled because Mr*** cancelled the project within the three month grace period. Because Mr*** chose to cancel the project (as he stated in his first filing, he “stopped production of my second book because I found out iUniverse is not a book printer!”) before this service was complete, no refund will be granted. Library of Congress Control Number-this has been fulfilled. The number is ***. This can be found on the copyright page of Mr***’s book.Barnes and Noble See Inside-this was fulfilled. However, because Mr*** cancelled the project, it is no longer available for view on the Barnes and Noble website, as the book is no longer available for purchase.Google/Amazon Search-this was fulfilled. As with the above service, it is no longer available for viewing as the book is not available for purchase.Content Evaluation-this was fulfilled. Mr***’s material was checked for any inappropriate, libelous material. His content passed the evaluation on August 8, 2014. iUniverse online bookstore availability-this was fulfilled. The book was available on the iUniverse website but is no longer because Mr*** chose to cancel the project.Worldwide distribution-this was fulfilled. Mr***’s book information was sent to thousands of online retailers worldwide after it was made available for purchase by the printer. However, this is no longer the case because Mr*** chose to cancel the project.Ebook publishing-Mr***’s book was made into an ebook that was available for purchase. Again, the ebook is no longer available due to Mr***’s cancellation. Editorial Evaluation-this was fulfilled. Mr***’s manuscript was reviewed by an editor and the evaluation was emailed to Mr*** on June 23, 2010. As shown above, all services but the US Copyright Registration has been fulfilled. Mr*** chose to cancel the project prior the filing of the Copyright Registration. Therefore, no refund will be granted on that service.As requested in our previous response, if Mr*** will provide us with the name of the person who told him he would receive a $refund, we can investigate further. At this time, there are no notes to substantiate the claim.In closing, Mr*** is due no refund on his “Dreamscapers” project. Sincerely,Eugene H*** Global Director-author satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.Further, I wish to thank BookTango for addressing these concerns. Their professionalism is refreshing and encouraging to those who wish to share their work with appreciative readers. Thank you for resolving this issue and providing this service, not only for consumers, but for businesses such as BookTango that benefit from diligent feedback from their clients
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
HelloYou have asked me to accept or reject the proposed solution to my above complaint which you worked out with themIn order for me to do that, can you please ask the business when they intend to refund my paymentI have received no refund so farThank you Mr** ***
Regards,
*** ***

Dear Revdex.com, Thank you for providing us the opportunity to review the content evaluation of Ms***’s manuscript submissionMr*** *** initially signed up to publish his book, “*** *** *** ***”, on June 17, 2014, purchasing a Black & White Advantage publishing package at a
promotional rate of $from the regular price of $On July 10, 2014, the package was upgraded to a Black and White Basic package at the reduced price of $from the regular $priceThe book completed its publication and was made available for sale with his approval on July 21, With the intent of republishing his book with an updated manuscript, Mr*** purchased another Black & White publishing package on May 27, 2015, taking advantage of the special promotional rate offering of $and choosing to use an installment payment plan which added a $non-refundable surcharge, making his package total $330. Content Evaluation To ensure that an author’s manuscript meets our standards for publishing, a content evaluation is performed to identify potential areas where the author may be legally at riskGeneral guidelines and best practices to ensure that an author’s manuscript meets our evaluation standards are readily accessible to authors through our website’s FAQ pageBoth the manuscript and materials submitted for use with the manuscript are reviewed for copyright, libel and content that contain sex and/or drug paraphernalia or hate speechOur guidelines have evolved through the years and some content previously acceptable may have become unacceptableAll manuscripts for publication go through content review regardless of publication historyThe updated content of Mr***’s book was flagged due to possible libelous contentA further review of the manuscript by the management team confirmed that the difference between the initial and second content evaluation outcome may have resulted from a difference of interpretation on the content policy related to libelous content by the assigned evaluatorsIn consideration of Mr***’s previously published book of the same title and the scope of the changes he has made to it, Xlibris has agreed to make an exemptionWe would like to apologize to Mr*** for any inconvenience the review results may have causedAs of this writing, Mr***’s manuscript has been endorsed to Production for initial layout and designWe trust this information illustrates the actions taken to address Ms***’s concernSincerely, Elaine *** Manager of Author Satisfaction