Relay User Guide
Relay User GuideAMAZON CONFIDENTIAL
Table of ContentsClick on the topic to be directed to that sectionSetting Up Your AccountCarrier Accountpages 3-7Driver Rosterpage 8Finding and Securing WorkLoad Boardpages 9-11Post a Truckpage 12Contractspages 13-17Amazon Freightpages 18-19Box Truck/DDUpages 20-23Managing WorkTripspages 24-30Notificationspages 31-35Performancepages 36-38Payments & Disputespages 39-54Support Centerpage 55-59AMAZON CONFIDENTIAL
Carrier Account contains four sections.The Company Profile is your company’s general information. Any fields in white, can be selfedited. The Company Profile has multiple tabs.AMAZON CONFIDENTIAL
Your tractor and trailer count can be edited on the Equipment tab of the Company Profile.AMAZON CONFIDENTIAL
The Documents tab contains insurance information, the Carrier Terms, Program Policies andContracts.AMAZON CONFIDENTIAL
The bank account your payments are being sent to is visible in Payment Info. Amazon onlypays via direct deposit. Physical checks are not available.You can change your bank account by clicking edit and following the steps.AMAZON CONFIDENTIAL
You can add site users so additional people can access your Relay account. Click on the Adduser button in the upper right corner and follow the steps. The different roles you assign givethe user different permissions. Make sure to check the appropriate Email Preferences so theyreceive emails regarding your account and trips.AMAZON CONFIDENTIAL
In order to assign drivers to loads, they must be in active status in your Driver Roster. To add adriver, click the button in the upper right corner. The driver will receive an email that willprompt them to set-up their driver account. Once they have completed their set-up, theirstatus 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.AMAZON CONFIDENTIAL
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 willhave early access to certain Load Board work.AMAZON CONFIDENTIAL
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.AMAZON CONFIDENTIAL
Clicking on a trip, will open up the details.AMAZON CONFIDENTIAL
Available capacity can be entered in Post a Truck. By posting available capacity, if workmatching your post becomes available, it will automatically be tendered to you before everbeing added to the Available Work Load Board. If your post is matched, rejecting that workwill negatively impact your performance.To post box truck capacity, you must select one-way and then equipment type.AMAZON CONFIDENTIAL
Short-Term contracts allow you to book contracts for work in advance with guaranteedpayouts. 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 rejectedAMAZON CONFIDENTIAL
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 ofyour 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-Termcontracts.AMAZON CONFIDENTIAL
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 hoursSolo2 1 driver/tractor for an overnight block of work up to 37 hoursTeam 2 drivers/tractor for a weeklong block of work up to 119 hoursAMAZON CONFIDENTIAL
Tractors per week: # of tractors required per week to execute work in contractBlocks per week: # of Blocks of work of the indicated driver type provided per weekBlock rate: Rate per executed Block of workAMAZON CONFIDENTIAL
Accepted Short-Term contracts are visible in the Contracts tab, grouped by possible statuses:Upcoming, Active, and History.AMAZON CONFIDENTIAL
Amazon FreightAmazon Freight can be identified by both the stop names and additional services. The namesare not typical Amazon site codes. Additional services may also specify equipment type.AMAZON CONFIDENTIAL
Special attention needs to be paid to the additional services and the shipment details whichmay contain pickup numbers and instructions. The driver needs to upload the POD followingdelivery or the POD will need to be uploaded once the load is in the History tab.AMAZON CONFIDENTIAL
Box Truck WorkBox Truck work has specific requirements. Must have 26’ box truck with lift gate. If using a rented truck, your DOT# MUST bedisplayed 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 siteequipment. 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 tocurrent load. Drivers must arrive at least 15-30 minutes prior to load’s scheduled arrival time to allow fortime to obtain a badge from security and receive a door assignment.AMAZON CONFIDENTIAL
The driver will need to check in with a Logistics Specialist. The Logistics Specialist will instructthe 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.AMAZON CONFIDENTIAL
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 andexit the yard.If you have a Visitor or Vendor badge, you must stop on the road (outside the gate) and returnthe badge to the front desk.Once the driver arrives at a receiver, he will need to scan the appropriate pallets off their truck.AMAZON CONFIDENTIAL
Post Office Instructions1. 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 looseoversized boxes.3. Scan the pallets and scan the any loose oversized boxes prior to delivery to Post OfficeClerk.4. Pallets and non-con boxes must be delivered to Post Office clerk on-site, do NOT leaveAmazon freight on the Post Office dock unattended. If there is no Post Office Staff on Sitewhen you arrive for drop off please contact Amazon Support through the “Help” button onthe 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.AMAZON CONFIDENTIAL
Trips shows you upcoming, In Transit & Historical work.Upcoming – Work tendered to you or booked by you that has not yet startedIn Transit – Work currently being moved by your driversHistory – your completed & rejected work, work canceled by Amazon & any unused BlocksAMAZON CONFIDENTIAL
While work is in Upcoming status you 1. Must accept any directly tendered work2. Assign drivers to all work, by clicking on Assign driver3. If you need to reject work, do so ASAP and select appropriate reasonFAILING DO TO ANY OF THE ABOVE MAY NEGATIVELY IMPACT YOUR PERFORMANCE SCORE.AMAZON CONFIDENTIAL
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.AMAZON CONFIDENTIAL
Ensure all equipment IDs are entered and all delays are reported. Click on the pencil to editequipment IDs and click Report delay to report any delay and provide an estimated time ofarrival or departure.Load notes can be entered by clicking the conversation bubble in the bottom left.AMAZON CONFIDENTIAL
Some locations provide electronic BOLs, or eBOLs. Legs with eBOLs will show a blue piece ofpaper that can be clicked on to view the BOL.AMAZON CONFIDENTIAL
eBOLs can be viewed or downloaded. They can also be accessed on loads in the History tab ofthe Trips section.AMAZON CONFIDENTIAL
All completed, canceled and rejected work will appear in the History tab. Arrows can be usedto review previous weeks and a search bar can be used to search specific work IDs. Once workmoves to the History tab, it will be processed for payment. Rejected work will show with therejected reason code.AMAZON CONFIDENTIAL
Relay Notifications will provide you the necessary details to self-serve and resolve exceptionsseamlessly without on-call support from Amazon; saving you the essential time spent incoordinating and capturing information from drivers and Amazon associates.AMAZON CONFIDENTIAL
As soon as an exception on your upcoming or in-transit load is detected, tasks requiringcarriers to provide updated information will be created and will be made available onNotifications. You will have the ability to track and resolve two load exceptions on RelayNotifications: Driver not assigned and Late Truck.AMAZON CONFIDENTIAL
Driver not assigned exception occurs when you fail to assign drivers to previously acceptedloads. 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 rejectthe load to resolve the task.AMAZON CONFIDENTIAL
Late Truck exception occurs when our Estimation Time to Arrival prediction service determinesyour current load will miss the on-time arrival at destination leading to missed customerpromise. 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 updateyour estimated time to arrival, the reason for your delay and resolve the task.AMAZON CONFIDENTIAL
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 riskto meet customer promise.2. Notifications give you the ability to proactively self-service tasks without speaking to anAmazon Representative.3. Notifications allow you to view and resolve tasks prior to them impacting yourperformance score.AMAZON CONFIDENTIAL
Performance is determined by 4 metrics after you execute three or more loads in the trailingsix weeks. Your overall Performance grade is determined by your lowest performance metric.1. On Time2. Acceptance3. App Usage4. Disruption FreeAMAZON CONFIDENTIAL
On Time is calculated based on the timestamps provided by the driver through the Relay forDriver Mobile App.If a driver is late, the delay must be reported with a delay reason on theTrips page.Acceptance measures the rate of acceptance off of tendered work from Amazon. Acceptance isnegatively impacted anytime you reject Amazon tendered work or it expires.AMAZON CONFIDENTIAL
App Usage includes the driver using the mobile app when checking in at origin, attaching thetrailer at origin (not applicable on box trucks or bobtails), departing at origin and arriving atdestination.Disruption Free means not triggering 1 of 2 types of disruptions: Driver not assigned andTrailer not moving.AMAZON CONFIDENTIAL
Payment details can be viewed both online or by downloading the invoice. Invoices areavailable through your Relay account for the previous 6 months.AMAZON CONFIDENTIAL
Downloading will generate a 2tabbed excel document. The firsttab contains a payment summary.The second tab lists paymentdetails.It is recommended you save theseinvoices to your device as yourRelay account will only save up thelast 6 months of invoices.40AMAZON CONFIDENTIAL
By viewing your invoice online, you can click the tabs to see the summary or details. Detailswill provide all load level information for what payments are included in the invoice.AMAZON CONFIDENTIAL
After reviewing your invoice and determining you need to file a dispute for that invoice, youclick ‘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.AMAZON CONFIDENTIAL
Select what loads or trips you want to file disputes for or click missing item in the top right ifan item is missing from your invoice completely. You will see a summary along the top of howmany items you are adding to the dispute.Click add to dispute after you’ve selected the appropriate loads or trips.AMAZON CONFIDENTIAL
Once all items are added to the dispute, click “Proceed to dispute”.AMAZON CONFIDENTIAL
For missing items, you will need to add the requested payment. Add a note explaining yourrequest by clicking the conversation bubble in the upper right of the missing item.AMAZON CONFIDENTIAL
To request an accessorial, click “Add Charge” and enter appropriate amount. Attach files, suchas a POD, toll receipts, or rate confirmation, to support your request.AMAZON CONFIDENTIAL
After all disputes for the invoice have been added, click ‘Submit dispute’ in the upper rightcorner. If you have any additional comments/notes regarding your case, please click ‘Addnote’ under Additional notes.AMAZON CONFIDENTIAL
Disputes can be managed by clicking the Disputes tab on the Payments page.AMAZON CONFIDENTIAL
When viewing a dispute, you can communicate with the Dispute Resolution Team under theMessages tab. You can also attach additional documents on this screen.AMAZON CONFIDENTIAL
If your dispute is resolved, but you feel, per the Amazon Relay Program Policies, the resolutionis incorrect, you can file an appeal.AMAZON CONFIDENTIAL
You will select and add items to your appeal as you did for your dispute and Proceed with theappeal once all items have been selected.AMAZON CONFIDENTIAL
After all appeal information has been entered, click “Submit dispute”. A pop-up will appearasking you to confirm that all items have been added to the appeal or dispute as only onedispute is allowed per invoice.To proceed, click ‘Submit’.AMAZON CONFIDENTIAL
While viewing the individual dispute, you can see the appealed items and appeal information.AMAZON CONFIDENTIAL
Important Things to Remember Regarding Payments Drivers must use the Relay mobile app for check in and check out. Failure to do so mayprevent detention or other accessorial approval. Requesting accessorial charges does not guarantee approval. Accessorial payments aremade in accordance with Amazon’s Program Policies which are located in the Documentspage of your Relay Carrier Account section. It is recommended to save your weekly payment invoices as only the last 6 months ofinvoices are available in your Relay account. Per Amazon’s Program Policies, payment disputes must be filed within 30 days of receipt ofweekly invoice. For additional information on Amazon’s payment terms & accessorial schedule, refer to theProgram Policies.AMAZON CONFIDENTIAL
You can manage any issues you may be having through the Support Center.AMAZON CONFIDENTIAL
Support Center provides you with quick links to self-resolve common issues, answer frequentlyasked questions, and provide guidance on how to contact Amazon if additional support isrequired.AMAZON CONFIDENTIAL
Within Support Center, you have the ability to create new cases and view their latest status.AMAZON CONFIDENTIAL
For issues requiring immediate support, you can request a callback within the create a newcase options.AMAZON CONFIDENTIAL
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 percallback. ROC will initiate a callback to the dispatcher within 10 minutes.AMAZON CONFIDENTIAL
For additional information or further training, please refer to theFrequently Asked Questions section of your Relay account.AMAZON CONFIDENTIAL
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 . coordinating and capturing information from drivers and Amazon associates. AMAZON CONFIDENTIAL As soon as an exception on your upcoming or in-transit load is detected, tasks requiring .
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