Can I top up the agency balance on UpWork?

Question

Upwork

There was an old agency, I worked with the customer for 10 minutes, something didn’t work, I earned more than $ 3.
A year and a half has passed, he left me a review of 5 points.
After that, JSS fell by 10%
I want to make a refund and remove his review, I lost Top Rated because of this, but a refund can only be made if there is money in the agency's account

Answer 1

Can I top up the agency balance on UpWork?

Earn.

Answer 2

It’s impossible for the agency to earn and not spend, but
as far as I remember, you can link the card there to pay for the membership, probably they can write it off and the refund
refund will not change anything