Why does the customer wait until it's completely stuck before seeing someone, it has probably been intermittent for a while before stopping completely.
However... Either play a waiting game and get the customer to come and see you if it decides to unlock on its own after a couple of days, this has worked for me on several occasions.
Check the door handles, mainly the exterior one, are returning fully, although in this case you would normally hear the motor operate but with no unlocking.
As it's a rear door can you access the wiring can you access the wiring with the front door open? Check for continuity of the motors, check for a drive signal and if necessary provide your own drive signal.
Shaun
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