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1. Ask if the customer has already purchased the crash report.
2. Ask the customer how long ago the crash happened. (10 days need to have passed since the crash date)

• If it has not yet been 10 business days since the crash occurred, ask the customer to try reprinting the crash report after 10 days by going back to the purchase site: 
  1. Go to www.alea.gov
  2. In the Citizen Information section, click, I Need To
  3. Select Ordera Vehicle Crash Report. (see screenshot)
     
  4. Here's the direct link for the service if needed: https://www.alabamainteractive.org/dps_crash_report
  5. To access a crash report, remind the customer he/she will need the 7-digit crash report number and the 17-digit receipt confirmation number.
  
  
• If it has been over 10 business days, is the issue on the Crash Report Search Criteria page?

• 1. If yes, the customer may be entering too much information 
     1. Enter information in the First Name and Last Name fields ONLY.
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• Customers may now see if the report is available immediately after purchase by referring to the "Available" column after the crash report has been added to their cart. Customers will see a status of YES if the report is available or a status of NO if it is not available. They may still proceed to payment and purchase the report if it is not available but will have to return to the application to print the report once it becomes available.

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If it has been over 10 business days AND the customer still CANNOT access the crash report from the help above, fill out a Further Assistance Needed form for AI to look into it.