What software does she use to manage her emails?
Email folders are stored in different locations, depending what is used.
if this is 'web-based' email, then nothing is lost. The email folders should still be available on the email web pages.
I have a relative who lost all of her AOL email due to "help" given by an ATT technician who was advising her on how to create a folder for her Favorites. Evidently, she has a DSL internet set up with ATT for her internet connection. I'm sure here OS is Win7.
Can she retrieve her email files on her hard drive? If so, where are they located?