Whenever a merchant reports issues with the favorites menu options you should walk the merchant through resetting the favorites menu, this step usually solves the issue. This can be done by accessing utilities from the Core menu. Once in the utilities menu, select favorites and reset favorites. If the favorites are still wrong after that; loop in the partner or check the file, as they could be configured wrong in the terminal profile.

NOTE: Adding the deleted prompts back onto the favorites menu does solve the issue, but it is not the most effective way to solve this issue.