Ash here from the Shopify team. Welcome to the Shopify Community!
Once I have that information, we can determine the best way to proceed. Additionally, here are some troubleshooting steps your staff member can try. If the issue is localized to their computer or browser, these steps should resolve the problem:
Hopefully those steps resolve the issue, but if not, I look forward to hearing back from you with the above requested additional information so we can continue to work through this together.
Thank you for getting back to me with the additional information and the screenshot. In order to further assist, I'm going to need to take a closer look into this on my end. Before I can do so, I'll need to authenticate you on the shop in question. I've sent an email to the email address associated with your Shopify Community account with the next steps. Please reply to that email, and we can continue to work through this together!