A few points from my side:
1. You mentioned that the process is delivery of free products to a customer and that there is no commercial billing, just proforma. In standard proforma billing has no impact on the status of the referenced document. This means that the delivery becomes completed after you post goods movement. In this case why would you expect further status changes in the delivery? If your setup (copy controls, billing relevance, billing type etc. behave differently, it is a good time to explain what it is (add screenshots), so that forum members can understand you better and (hopefully) replicate your case in a sandbox.
2. I strongly suspect that your proforma billing type or you copy controls differ from F8 (VOFA) and LF-TANN->F8 (VTLA). This is the most likely explanation why you cannot reverse goods issue after proforma generation. Check the billing status of the delivery after proforma generation, check also the status after proforma completion (VBUK, VBUP). If the statuses do not correspond to your setup and if there were no recent changes in customizing - run RVDESLTA in simulation mode and check if different statuses are determined.
3. I do not understand why the users are reversing the document flow if the goods have been physically delivered to a customer (even if it is the wrong one). In my opinion, a better way to do this is to create a return order from customer A (the one that got the products by mistake), ship it back, then create a new sales order for customer B (the one that had to get the products in the first place), ship the stock to customer B. This a a more fair and transparent procedure, because it will be evident that you spend more time and effort in the warehouse (in some companies picker's salary depends on prepared packages or loaded trucks), then you had 3 X shipping cost and maybe you delivered later than expected by the customer.
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