Problem
Customer can't get/print a copy of access his/her crash report online after the report has been purchased.
or
Customer can't pull up crash report from the Search Criteria Page
| Note |
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An email with a Confirmation Number and Crash Report Number (located on the receipt) will be sent to the customer and the purchased crash reports will be accessible for 7 days from the transaction date. If the 7 days has lapsed & the customer still has not been able to obtain the crash report; Alabama Interactive will need to request the report from the agency directly. - Customer Service should direct these customers and have them email support@alabamainteractive.org with their receipt confirmation and crash report number.
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Solution
It can take up to 10 business days for a crash report to become available for print online. The Alabama Law Enforcement Agency allows some crash reports to be purchased even if they are not uploaded yet. Customers should not be alarmed if they are unable to view a report after it has been purchased; reference the '7 Day Access Policy" notice above.
| Panel |
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| Ask the customer the following information: |
- Ask if the customer has already purchased the crash report.
- 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
site where he/she purchased the crash report- purchase site:
- Go to www.alea.gov
- In the Citizen Information section, click, I Need To
- Select Ordera Vehicle Crash Report. (see screenshot)
 Image Added - Here's the direct link for the service if needed: https://www.alabamainteractive.org/dps_crash_report
- 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?
- If yes, the customer may be entering too much information
- Enter information in the First Name and Last Name fields ONLY.
 Image Added
- 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
customer cannot access his/her crash report, log a customer support request.- application to print the report once it becomes available.
 Image Added
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. |
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