Relay User Guide

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Click on the topic to be directed to that section

Setting Up Your Account

Carrier Account pages 3-7

Driver Roster page 8

Finding and Securing Work

Load Board pages 9-11

Post a Truck page 12

Contracts pages 13-17

Amazon Freight pages 18-19

Box Truck/DDU pages 20-23

Managing Work

Trips pages 24-30

Notifications pages 31-35

Performance pages 36-38

Payments & Disputes pages 39-54

Support Center page 55-59 AMAZON CONFIDENTIAL

Table of Contents

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Carrier Account contains four sections.

The Company Profile is your company’s general information. Any fields in white, can be self-

edited. The Company Profile has multiple tabs.

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Your tractor and trailer count can be edited on the Equipment tab of the Company Profile.

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The Documents tab contains insurance information, the Carrier Terms, Program Policies and

Contracts.

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The bank account your payments are being sent to is visible in Payment Info. Amazon only

pays via direct deposit. Physical checks are not available.

You can change your bank account by clicking edit and following the steps.

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You can add site users so additional people can access your Relay account. Click on the Add

user button in the upper right corner and follow the steps. The different roles you assign give

the user different permissions. Make sure to check the appropriate Email Preferences so they

receive emails regarding your account and trips.

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In order to assign drivers to loads, they must be in active status in your Driver Roster. To add a

driver, click the button in the upper right corner. The driver will receive an email that will

prompt them to set-up their driver account. Once they have completed their set-up, their

status will show as Active. If an invite expires, click Resend invite.

Drivers are the only ones who can update their profile and do so in their Relay app.

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Available Amazon work is found on the Load Board. The Load Board consists of 2 tabs:

Available Work and Post A Truck. Carriers maintaining 95% or higher performance score will

have early access to certain Load Board work.

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Multiple search options are available. To view them, click the caret on the right side.

You can enter as much or as little information as you’d like.

You can save any of your searches by clicking Save new Search above the search fields.

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Clicking on a trip, will open up the details.

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Available capacity can be entered in Post a Truck. By posting available capacity, if work

matching your post becomes available, it will automatically be tendered to you before ever

being added to the Available Work Load Board. If your post is matched, rejecting that work

will negatively impact your performance.

To post box truck capacity, you must select one-way and then equipment type.

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Short-Term contracts allow you to book contracts for work in advance with guaranteed

payouts.

• Guaranteed payout* even if Amazon doesn’t use the committed capacity

• Contracts can be booked weeks to months in advance

• Contracts include a full week of driver work

*on work that is not cancelled or rejected

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The Available tab displays Short-Term Contracts available for booking. To book a contract,

click the Accept button on the right. Once accepted, the work will move to the Trips section of

your Relay account. Trip details will not be available until 15hrs prior to the start of work.

Note: Only Primary Administrators or Administrators have access to accept Short-Term

contracts.

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Find the best contracts for you by filtering or sorting through the following attributes:

-Domicile: Starting/ending location of contracted work

-Contract dates: Period over which work blocks will start and typically end

-Driver type: Solo1 = 1 driver/tractor for a block of work up to 13 hours

Solo2 = 1 driver/tractor for an overnight block of work up to 37 hours

Team = 2 drivers/tractor for a weeklong block of work up to 119 hours

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Tractors per week: # of tractors required per week to execute work in contract

Blocks per week: # of Blocks of work of the indicated driver type provided per week

Block rate: Rate per executed Block of work

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Accepted Short-Term contracts are visible in the Contracts tab, grouped by possible statuses:

Upcoming, Active, and History.

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Amazon Freight

Amazon Freight can be identified by both the stop names and additional services. The names

are not typical Amazon site codes. Additional services may also specify equipment type.

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Special attention needs to be paid to the additional services and the shipment details which

may contain pickup numbers and instructions. The driver needs to upload the POD following

delivery or the POD will need to be uploaded once the load is in the History tab.

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Box Truck Work

Box Truck work has specific requirements.

• Must have 26’ box truck with lift gate. If using a rented truck, your DOT# MUST be

displayed on the exterior.

• Box truck must be clean and free of holes.

• Driver must arrive on site with a pallet jack. Driver is not authorized to use on site

equipment.

• Driver must wear safety vest, closed toe shoes & have any long hair pulled up.

• Driver will be responsible for loading and unloading all freight.

• Driver must have smartphone with Relay app already installed and have been assigned to

current load.

• Drivers must arrive at least 15-30 minutes prior to load’s scheduled arrival time to allow for

time to obtain a badge from security and receive a door assignment.

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The driver will need to check in with a Logistics Specialist. The Logistics Specialist will instruct

the driver on how many pallets they are assigned to take and where to locate them.

The driver is required to scan all pallets and any other required freight to their truck.

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After all freight has been loaded and verified, check out with a Logistics Specialist.

After check-out is complete, swipe-to-finish on the app when instructed, exit the building and

exit the yard.

If you have a Visitor or Vendor badge, you must stop on the road (outside the gate) and return

the badge to the front desk.

Once the driver arrives at a receiver, he will need to scan the appropriate pallets off their truck.

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Post Office Instructions

1. Ensure you at the correct Post Office by verifying the address.

2. Verify the Post Office location on the label and remove the correct pallets and any loose

oversized boxes.

3. Scan the pallets and scan the any loose oversized boxes prior to delivery to Post Office

Clerk.

4. Pallets and non-con boxes must be delivered to Post Office clerk on-site, do NOT leave

Amazon freight on the Post Office dock unattended. If there is no Post Office Staff on Site

when you arrive for drop off please contact Amazon Support through the “Help” button on

the Relay App.

5. After Post Office has accepted volume, depart the Post Office for your next stop.

6. Upon completing your last stop, the app will automatically close-out the route,

and your route is considered completed.

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Trips shows you upcoming, In Transit & Historical work.

Upcoming – Work tendered to you or booked by you that has not yet started

In Transit – Work currently being moved by your drivers

History – your completed & rejected work, work canceled by Amazon & any unused Blocks

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While work is in Upcoming status you…

1. Must accept any directly tendered work

2. Assign drivers to all work, by clicking on Assign driver

3. If you need to reject work, do so ASAP and select appropriate reason

FAILING DO TO ANY OF THE ABOVE MAY NEGATIVELY IMPACT YOUR PERFORMANCE SCORE.

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When a driver checks into their first stop, that work will move from Upcoming to In Transit.

Progress bars will show status as loads are being executed.

A dark blue dot indicates an on-time check-in. A turquoise bar indicates a completed leg.

An orange clock indicates a delay. And the carrier will need to report the delay.

An orange x indicates a canceled leg.

A grey dotted line indicates work is still being assigned.

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Ensure all equipment IDs are entered and all delays are reported. Click on the pencil to edit

equipment IDs and click Report delay to report any delay and provide an estimated time of

arrival or departure.

Load notes can be entered by clicking the conversation bubble in the bottom left.

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Some locations provide electronic BOLs, or eBOLs. Legs with eBOLs will show a blue piece of

paper that can be clicked on to view the BOL.

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eBOLs can be viewed or downloaded. They can also be accessed on loads in the History tab of

the Trips section.

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All completed, canceled and rejected work will appear in the History tab. Arrows can be used

to review previous weeks and a search bar can be used to search specific work IDs. Once work

moves to the History tab, it will be processed for payment. Rejected work will show with the

rejected reason code.

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Relay Notifications will provide you the necessary details to self-serve and resolve exceptions

seamlessly without on-call support from Amazon; saving you the essential time spent in

coordinating and capturing information from drivers and Amazon associates.

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As soon as an exception on your upcoming or in-transit load is detected, tasks requiring

carriers to provide updated information will be created and will be made available on

Notifications. You will have the ability to track and resolve two load exceptions on Relay

Notifications: Driver not assigned and Late Truck.

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Driver not assigned exception occurs when you fail to assign drivers to previously accepted

loads. You will have the ability to review the trip details, task severity, and time to escalation.

You can action on the task by clicking the Resolve button. You can either assign driver or reject

the load to resolve the task.

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Late Truck exception occurs when our Estimation Time to Arrival prediction service determines

your current load will miss the on-time arrival at destination leading to missed customer

promise. You will have the ability to review trip details, delay duration and time to escalation.

You can action on the task by clicking the Resolve button. You will have the ability to update

your estimated time to arrival, the reason for your delay and resolve the task.

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Why do I need to resolve my Notifications tasks?

1. The tasks provide Amazon with updates that identify if a load is running on time or at risk

to meet customer promise.

2. Notifications give you the ability to proactively self-service tasks without speaking to an

Amazon Representative.

3. Notifications allow you to view and resolve tasks prior to them impacting your

performance score.

Performance is determined by 4 metrics after you execute three or more loads in the trailing

six weeks. Your overall Performance grade is determined by your lowest performance metric.

1. On Time

2. Acceptance

3. App Usage

4. Disruption Free AMAZON CONFIDENTIAL

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On Time is calculated based on the timestamps provided by the driver through the Relay for

Driver Mobile App. If a driver is late, the delay must be reported with a delay reason on the

Trips page.

Acceptance measures the rate of acceptance off of tendered work from Amazon. Acceptance is

negatively impacted anytime you reject Amazon tendered work or it expires.

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App Usage includes the driver using the mobile app when checking in at origin, attaching the

trailer at origin (not applicable on box trucks or bobtails), departing at origin and arriving at

destination.

Disruption Free means not triggering 1 of 2 types of disruptions: Driver not assigned and

Trailer not moving.

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Payment details can be viewed both online or by downloading the invoice. Invoices are

available through your Relay account for the previous 6 months.

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Downloading will generate a 2-

tabbed excel document. The first

tab contains a payment summary.

The second tab lists payment

details.

It is recommended you save these

invoices to your device as your

Relay account will only save up the

last 6 months of invoices.

4

0

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By viewing your invoice online, you can click the tabs to see the summary or details. Details

will provide all load level information for what payments are included in the invoice.

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After reviewing your invoice and determining you need to file a dispute for that invoice, you

click ‘File a dispute’, while either on the summary or details page, towards the upper right.

Only one dispute can be filed per invoice. Be sure to review your invoice carefully.

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Select what loads or trips you want to file disputes for or click missing item in the top right if

an item is missing from your invoice completely. You will see a summary along the top of how

many items you are adding to the dispute.

Click add to dispute after you’ve selected the appropriate loads or trips.

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Once all items are added to the dispute, click “Proceed to dispute”.

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For missing items, you will need to add the requested payment. Add a note explaining your

request by clicking the conversation bubble in the upper right of the missing item.

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To request an accessorial, click “Add Charge” and enter appropriate amount. Attach files, such

as a POD, toll receipts, or rate confirmation, to support your request.

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After all disputes for the invoice have been added, click ‘Submit dispute’ in the upper right

corner. If you have any additional comments/notes regarding your case, please click ‘Add

note’ under Additional notes.

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Disputes can be managed by clicking the Disputes tab on the Payments page.

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When viewing a dispute, you can communicate with the Dispute Resolution Team under the

Messages tab. You can also attach additional documents on this screen.

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If your dispute is resolved, but you feel, per the Amazon Relay Program Policies, the resolution

is incorrect, you can file an appeal.

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You will select and add items to your appeal as you did for your dispute and Proceed with the

appeal once all items have been selected.

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After all appeal information has been entered, click “Submit dispute”. A pop-up will appear

asking you to confirm that all items have been added to the appeal or dispute as only one

dispute is allowed per invoice.

To proceed, click ‘Submit’.

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While viewing the individual dispute, you can see the appealed items and appeal information.

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Important Things to Remember Regarding Payments

• Drivers must use the Relay mobile app for check in and check out. Failure to do so may

prevent detention or other accessorial approval.

• Requesting accessorial charges does not guarantee approval. Accessorial payments are

made in accordance with Amazon’s Program Policies which are located in the Documents

page of your Relay Carrier Account section.

• It is recommended to save your weekly payment invoices as only the last 6 months of

invoices are available in your Relay account.

• Per Amazon’s Program Policies, payment disputes must be filed within 30 days of receipt of

weekly invoice.

• For additional information on Amazon’s payment terms & accessorial schedule, refer to the

Program Policies.

You can manage any issues you may be having through the Support Center. AMAZON CONFIDENTIAL

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Support Center provides you with quick links to self-resolve common issues, answer frequently

asked questions, and provide guidance on how to contact Amazon if additional support is

required.

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Within Support Center, you have the ability to create new cases and view their latest status.

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For issues requiring immediate support, you can request a callback within the create a new

case options.

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Select “Request a Callback” from the drop-down. Be sure to include a callback phone number,

VRID, and a description of the disruption issue in your request. Include only one VRID per

callback. ROC will initiate a callback to the dispatcher within 10 minutes.

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For additional information or further training, please refer to the

Frequently Asked Questions section of your Relay account.