Support & Complaints

Who is responsible

PACKLINK is the service brand operated and hosted by Poole. A company name has not yet been established; PACKLINK is not presented as an incorporated company.

A business location and public service address have not yet been published. You may request operator information using the email below.

Contact outside Discord

Email e-packers@email.com for purchases, transfers, complaints or privacy requests. This route remains available if you leave Discord or lose access to the server.

No fixed support hours or complaint-response deadline has been published. Keep a copy of your email and follow up in the same thread if you have not received a response.

How to submit a complaint

1. Email with the subject “PACKLINK complaint”. Include the Break ID, receipt or transaction ID, purchase date, a description of what happened and the outcome you are seeking.
2. Attach relevant receipts, transfer records or screenshots. Include your Discord or ePack username only if it helps identify the purchase. Never send passwords, login codes or full payment-card details.
3. Poole reviews the purchase and available payment, assignment and transfer records, and responds by email with the outcome and reasons. If something is missing, you may be asked for further information.
4. If you disagree, reply in the same email thread with any additional evidence and request reconsideration. Preserve the correspondence for any external dispute.

When the complaint is about the host

There is no independent internal reviewer. Poole handles complaints, including complaints about his own conduct. Internal reconsideration is not independent arbitration and does not bind you or remove your external rights.

You may contact PayPal or your payment-card provider through their official dispute process, subject to their eligibility rules and deadlines. You may also contact the consumer-protection authority in your jurisdiction or seek independent legal advice. Do not wait for our response if an external filing deadline is approaching.

Discord moderation does not decide your payment-provider dispute or statutory rights. Losing Discord access does not remove your ability to submit an email complaint.

Break opening & card transfers

Breaks open live in Discord only after all spots are sold. No fixed sellout-to-opening deadline or unfilled-break cutoff has been published; an unscheduled break is not a promise of an immediate opening. Contact us before buying if you require a particular opening date.

We aim to send ePack card transfers within 1–2 hours after the break is completed, depending on workload. The latest sending time is 24 hours after completion. This is the deadline to send the trade, not for you to accept it. Check ePack and accept the trade to complete delivery.

If a break does not fill, we may discount remaining spots until it fills or offer credit for a future break. Voluntary refunds are not offered for unfilled breaks. This policy does not limit refunds or other remedies required by applicable law, or payment-provider dispute rights.

If the transfer has not been sent within 24 hours, email us with the Break ID and receipt. For delays or cancellations, ask for the status and proposed resolution in writing.