I have a manager that said that some one of their accounting people were entering in some data into an invoice and some how it got stuck in their accounts payable and they could not get it out. Also, they tried removing it and it zeroed out all of the data they entered. This has happened repeatedly over the last few day.
Your best bet is to ask to have look at the problem yourself - ask the accounting person if you can look over his/her shoulder or use some remote assistance tool to do it. In my experience someone telling someone what someone told them is a difficult way to solve problems
Yes, go take a look at what is going on. You don’t have an error message, just a third hand account of what someone said might be happening. Until you know exactly what the problem is you cannot help the user.