Eligibility complete, BVL Issued but no Visa number on tracker

[az7arr9955]

Hi Guys, I have applied for my mother’s supervisa outside Canada. She received a final decision on March 6, 2024 along with BVL. her eligibility is completed but Background still in progress . It’s been one week and she hasn’t received any Refusal/approval letter. No visa document number details on tracker. Is this normal? Does it mean her application was refused during eligibility stage and thus she cannot see her visa document number on tracker? Would appreciate a response thanks