Article document blocked by user

Dear SAP team,
I am facing an issue as follows:
Site  can not reverse GR 5000000
Error message:
User XXX blocks article document  5000000
SM12 was checked and there is nothing that user XXX is locking.
What could be the problem?
Any input is welcome.
Regards,
Roger

Hi Mauro,
This procedure is done via SRS portal (SAP Retail System) and the transaction behind that is MB01.
there is no error message number from SRS screen. Just the message:
SAP Retail Store, Item Entry, Reverse Material Document
USER XXX BLOCKS ARTICLE DOCUMENT 500000 2011.
Any clues on the reason why this is happening?
REgards
Roger

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