Rehire Accrual Balance Does Not Match Balance on Payslip

In our Test environment, we tried following the instructions from KB8205 because there's an employee experiencing this issue. At step #4, our Payroll department said they were "not able to reprocess the payment as it will not allow us to roll back the payment or Archive." So, they ran a QuickPay but it didn't show the intended results.

Should they have tried something different? Thank you in advance.