@Rea_M  RE: Since it's not working properly, we recommend updating the software to the latest release to ensure it has the newest fixes and patches. We'll walk you through the process below.

Copying the memo down has been a feature for years and years and is available in R1 of every current QB version year, for some SKUs. Updating to the latest release isn't going to change anything for the user.

Instead f leading the customer down a rat-hole, why not just explain why the customer may or may not have the option and functionality? It's not really that hard, is it? You are after all here answering questions and presenting yourself as a QuickBooks expert.