Thanks for joining this conversation, @Christy05. I'm here to provide additional troubleshooting steps to ensure your user can rearrange the order of the line items in the invoice.

To clarify are you using QuickBooks Online (QBO) program? If so, we can perform some basic troubleshooting steps to narrow down the cause of the problem. Let's begin with pressing the F5 key on your keyboard to refresh the invoice page. Then, try to drag the square icon in the line items to rearrange the order.

If the same thing happens, let's go ahead and run your QBO account in incognito mode. This doesn't store cache and browser history that sometimes caused issues when accessing the program. 

You can use these following shortcut keys depending on your browser type:

• Google Chrome: press Ctrl + Shift + N 
• Mozilla Firefox: press Ctrl + Shift + P
• Microsoft Edge: press Ctrl + Shift + P
• Safari: press Command + Shift + N

Then, sign in using the user's login credentials. Once done, go to the Sales menu then, All Sales, and look for the invoice they need to rearrange the order of line items. Attempt to drag the square icon again to reorder the items. 

If this works, they have to go back to the regular browser and clear the cache. This will refresh the browser's background processes and have a clean slate. If not, this may be a browser-related issue. They can access the QBO account using different supported browsers as alternatives. 

You can also customize your invoice forms to add or edit your business logo, add or delete columns, and personalize your email message. This is also a great way to widen your business connection with your customer.

Stay in touch with me if you need additional assistance rearranging the order of the line items in the invoice. I got your back. Have a good one.