Billing fails to send pending items

I have several examples where the bill appears to be complete PRELOAD = DONE, GL_ENTRY_CREATED = Y and AR_ENTRY_CREATED = Y. But when we look for the Pending item it is not there. The user swears they did not delete the pending group. 

My current thinking is to have them create an online debit entry in AR to replace the item from billing. When they do the accounting entries they should debit and credit the same AR account that the original invoice used.

Do you have any better ideas. Thanks!

We have PeopleSoft Billing and AR and are on image 9.2.22