This article explains when your company's PerkUp balance is refunded automatically and when a credit needs to be applied by support.
When is my company balance refunded automatically?
Your company balance is refunded automatically only when a bulk swag order is cancelled during proofing. In that case, PerkUp restores the funds to your account balance right away, and if an invoice had been generated for that order, it's voided so you're not billed for it. You don't need to contact support for this — it happens as part of cancelling the order.
What about refunds for other situations, like a returned or damaged item?
Outside of a bulk order cancelled during proofing, PerkUp doesn't have a self-serve or automatic refund process for your company account. Support applies these as a manual balance adjustment, with a memo explaining the reason, after reviewing your situation. There is no separate credit note or credit memo — the adjustment shows up directly in your account's balance activity.
How do I request a credit to my company account?
Open the messenger on this help center or in the PerkUp app.
Explain what happened (for example, a damaged shipment, a billing error, or an order issue) and include the order number or invoice number if you have one.
Support will review the request and, if approved, apply a balance adjustment with a memo describing the credit.
Once applied, the adjustment appears in your account's balance activity, which you can review from your funding account page under the Balance activity tab.
Where can I see refunds and credits that have already been applied?
Your account's monthly balance report lists every credit alongside deposits, spend, and other adjustments, so you can see exactly how each one affected your ending balance. Open your account from the funding accounts page and check the Balance activity tab, where you can expand individual entries or download a CSV summary, detailed report, or reward report for your records.
For more on reading your balance and these reports generally, see "Understanding your company balance". If you're trying to track down a specific missing refund, see "Where's my refund?".