Amazon Transportation

Services (ATS)
Carrier Manual

JULY 2022
AMAZON CONFIDENTIAL
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Amazon Transportation Services (ATS) Carrier Manual

Table of Contents
1. INTRODUCTION .........................................................................................................................................................................1
2. OVERVIEW ....................................................................................................................................................................................1
3. CONTACT DETAILS ...................................................................................................................................................................2
4. SAFETY ...........................................................................................................................................................................................3
5. VEHICLE TYPES AND REQUIREMENT ...............................................................................................................................9
6. AMAZON FREIGHT (AF) - EXTERNAL FREIGHT LOADS.......................................................................................... 15
7. LOSS PREVENTION AND SECURITY ............................................................................................................................... 16
8. PERFORMANCE EXPECTATIONS ..................................................................................................................................... 19
9. INVOICING ................................................................................................................................................................................. 20

When navigating this document:

• The Table of Contents links to relevant sections in the document.

• Each page has a link in the top right to return to the main Table of Contents.
• Hyperlinks within the file link to related paragraphs.

1. INTRODUCTION
1.1. This document outlines Amazon’s expectations for safety and performance, and explains many of the
peculiarities to processes we use at Amazon. It has all the information you will require to get you up
and running.

1.2. Please take the time to read this document carefully paying particular attention to the safety guide. At
Amazon we place the safety of our associates, partners and contractors above all else and breaches of
these safety requirements is likely to result in a carrier’s removal from the program. Any questions not
answered in this guide will be answered by your carrier managers, feel free to reach out to them at any
point. We’re excited to have you on board and look forward to working with you!

2. OVERVIEW
2.1. Line Haul and Amazon Transportation Services

2.2. “Line Haul” refers to the movement of freight by land, air or waterway between distant cities. Line Haul
carriers collect packages from a depot. Packages with common destinations are consolidated in trailers
for long-distance transport to a sorting center or a distribution station. At a sorting center, freight coming
from different origins is sorted and consolidated again for further transport to its destination. The

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supporting infrastructure of hubs, depots, tractors, trailers, dockworkers, and drivers is collectively called
the Line Haul Network.

2.3. Line Haul acts as a bridge between Amazon Fulfillment Centers (FC) and customers. It is the operational
intersection between our transportation and logistics networks to help provide our customers with their
on-time orders. Amazon Transportation Services (ATS) focuses on the ‘middle mile’ of Amazon Logistics
Value Chain.

3. CONTACT DETAILS
3.1. Operational support:

For operational issues 24:7, please raise a case in the Relay Support Centre to ensure your issue is dealt
with as quickly and efficiently as possible. Please refer to Support Centre User Guide for further
information on case topic usage.
ROC Hotline 24/7: +44 1133208665 (Main ROC Hotline)

3.2. Carrier Managers: Your carrier manager should have been in contact with you when you were on-
boarded. If you do not know who they are, please reach out via one of the emails below.

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3.3. Group Contact Details:

Group Email/Phone Use for

UK Carrier Management Team afx-anchor@amazon.co.uk Any general query for UK based carriers
MEU Carrier Management Team afxde-brokerage@amazon.de Any general query for MEU based carriers
SEU Carrier Management Team afx-seu@amazon.com Any general query for SEU based carriers

4. SAFETY
4.1. Safety on Amazon sites is non-negotiable. Any driver/carrier not in compliance with the rules set out
below risks being banned from Amazon sites.

4.2. All instructions stipulated here also apply to carrier sub-contractors. (Subcontracting is not permitted.
Safety rules relating to subcontracting are for information only. Subcontracting is only to be undertaken
with express permission from Amazon.)

4.3. Disclaimer: Please note that the requirements contained in this Carrier Safety Standards Manual do not
replace your obligations under the Relay Carrier Terms and Conditions, the Carrier Policies and any
applicable road safety and/or health and safety rules and regulations which must be complied with at
all times and are not an exhaustive list of site requirements. You have a legal obligation to manage the
safety of your business operations, and AMZ reserves the right to request details of these management
methods such as risk assessments and action plans to ensure they are of appropriate scope.

4.4. Safety Requirements:

4.4.1. Trailers (˃7.5 ton vehicles with reinforced floors) and 7.5t trucks should be able to reverse up to
Amazon loading bay doors.

4.4.2. Un/loading of trailers and trucks will be from the rear of the trailer/truck; no side (un)loading of
trailers/trucks is allowed. The exception here is when un/loading stacks of empty pallets for FC use
(UK Region), or in the case of specific instruction from Amazon. These will come to site on a curtain-
sided trailer and may be un/loaded from the site.

4.4.3. Rear vehicle doors and curtains must be opened by the driver without the use of ladders or any
other accessories that imply a safety risk for the drivers or Amazon personnel. Drivers are not
permitted access to a trailer floor from ground level when on Amazon premises, drivers are not
permitted to work at height – all activities must be from ground level unless using tail lifts or suitable
vehicle integrated steps and handles. There may be certain circumstances e.g. severe weather
conditions, which may prevent these activities, but this will be determined based upon site risk
assessment.

4.4.4. Drivers must NOT climb on ladders or on the rear of trailers to close doors / curtains or inspect
the load.

4.4.5. 7. 2) the rear door could be open half way from ground level by the driver and after this, the
truck reverses on the dock door. Dock leveller will be placed solid on the truck (with no gaps) and
Indoor Marshal can open the truck all the way from the inside.

4.4.6. It is forbidden to loan equipment to drivers (pole, steps etc.).

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4.4.7. It is the drivers’ responsibility to ensure that the vehicle is clear of any obstruction that may cause
a risk to health and safety or damage to Amazon unloading equipment (e.g. strapping of any kind).
Failure to do so may deem the carrier liable for any repairs to Amazon equipment.

4.4.8. Vehicles must have handbrake alarm systems installed to remind drivers to apply handbrakes or
automatically apply handbrakes when the engine is switched off.

4.4.9. Amazon requires all carriers and their subcontractors to ensure their vehicles and drivers comply
with all applicable laws, rules, regulations and directives. In addition, Amazon may require assertion
of compliance or other documentation to verify compliance.

4.4.10. Vehicle Condition: The following standards of vehicle condition are required when operating at
Amazon sites:
• Trailers/Trucks provided should have reinforced flat floor surfaces, which are capable of being
un/loaded using Powered Pallet Trucks (PPT) / forklift trucks fully laden.
• Floor surfaces should be capable of having a powered dock leveller attached, protruding at least
150mm onto the trailer floor.
• Floor surfaces must be well maintained, structurally safe, and free from any obstruction and
damage, such as holes. The use of trailers with uneven, roller bed or corrugated floors (such as
in refrigerated trailers) is forbidden.
• The vehicle door opening system must be in good operating order and enable the door to stay
securely opened during un/loading.
• Vehicles with top hatch doors will be rejected.
• The trailer/truck must be water tight, clean and free of strong odours and any objects or
personal belongings not related with the inventory to be processed. The driver is responsible for
ensuring that the load bed is free of debris, to allow unhindered un/loading.
• Trailers must have an automatic brake system fitted, which will apply trailer brakes when service
airline connectors are removed.

4.4.11. Curtain Sided Trailers/Trucks Vehicle Condition: The following standards of vehicle condition are
required when operating at Amazon sites:
• Curtain sided trailers/trucks provided should be in good condition and without damages to the
curtains. However, should a trailer arrive on site for loading with cuts within the curtain, the
trailer will be accepted or rejected based on the below.
• 15cm (6 inches): rejected.
• 7cm – 15cm: Accepted + corrective measures.
• 1cm – 7cm: Accepted + corrective measure.

4.4.12. Corrective measures include the following:

4.4.12.1.1. 7cm – 15cm:
• The cut must be sealed closed on the inside and outside of the curtain using duct tape
(heavy duty tape).
• A piece of carton / cardboard (provided by the site) must be placed in between the inner
curtain and the trailer body (to create a protective layer). This layer must be taped on to
the curtain in order to keep it in place.
4.4.12.1.2. 1cm – 7cm:
• The cut must be sealed closed on the inside and outside of the curtain using duct tape
(heavy duty tape).

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4.4.13. Load restraint systems: Suitable and sufficient means of securing a load must be provided with
the trailer and be suitable for use with the trailer type provided e.g. sufficient number of straps or
load bars. If means of securing the load are not provided, the trailer may be rejected. Drivers can
request to inspect the load condition via Amazon personnel.
4.4.13.1. Securing straps MUST NOT be allowed to hang freely, to prevent trips and falls.
4.4.13.2. Load can be secured by any type of standard equipment such as load bar or straps as long
as it is compatible with the transporting equipment type and legal requirements and any objects
or personal belongings not related with the inventory to be processed. We do not recommend
the use of load bars with spring loaded / ratchet handles as these have a higher risk of causing
injuries to associates’ hands. See the glossary for further details.
4.4.13.3. Last pallets loaded must be secured regardless of how much of the transporting equipment
is loaded.
4.4.13.4. The load is considered secured as long as there is a physical barrier preventing the load
from tipping over / moving in-transit, (e.g. a load bar, strap or net stretched across the width of
the trailer sufficient to restrain the load effectively).
4.4.13.5. Curtain sided trailers/trucks must have side restraint system fitted sufficiently rated for the
load. Trailer structure must offer proper stability and strength (XL rated curtain sided trailers).

4.4.14. Double Decker trailer: Vehicle must be compatible with vehicle restraint systems in use at sites.
• Interior lighting provided on each deck.
• Any specific loading / securing instructions to be displayed inside the trailer.
• Load restraint equipment provided suitable for the vehicle type.

4.4.15. Swap Body: Swap body needs to be in good condition, with special focus on:
• Legs must not show damages that might cause instability.
• Brackets to give support to the legs.
• Splints (pins that hold the trailer legs in position horizontally) need to be in place on all legs to
prevent the trailer collapsing.
• The cargo room shall be free from debris and any damages.
• If means for securing the load are not provided, the swap body may be rejected. Draw bar trailers
(dolly trailers): main safety requirements are comparable to trailers.
• Multi-connected trailers (e.g. draw bay/dolly type) must be disconnected before un/loading can
take place. Un/loading a rear trailer when connected to the front trailer is not allowed.
• Draw bar trailers must be secured with two-wheel chocks per wheel if placed on Amazon
premises.

4.4.16. Vans:
• Vans provided to be loaded by Amazon personnel require a clearance of at least 2.0m to allow
use on loading bay doors.
• If the van has a tail lift and the site is able to accept this type of vehicle, the operator must be
trained in its correct operation and have a remote or external command of the tail lift to allow
driver access.
• If means for securing the load are not provided (for example netting), the van will be rejected.
• Vans must have suitable means of securing the load in transit, otherwise it will be rejected.

4.4.17. 7.5t trucks:

• 7.5t truck must have a Permitted gross truck weight of 7.5t with a payload of minimum 2,000
kg (+/- 500 kg). This needs to be clearly stated in the registration papers of the truck.

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• 7.5t trucks provided to be loaded by Amazon personnel require a clearance of at least 2.3m to
allow use on loading bay doors.
• If the truck has a tail lift and the site is able to accept this type of vehicle, the operator must be
trained in its correct operation and have a remote or external command of the tail lift to allow
driver access.
• If means for securing the load are not provided (for example netting), the truck will be rejected.
• Trucks must have suitable means of securing the load in transit, otherwise it will be rejected.
• For a 7.5t truck to be un/loaded via a dock leveller on a bay door, the truck width must be
compatible with the dock leveller width (>2.4m) and have 8° maximum between trailer floor and
dock leveller if a powered truck is required to un/load or 4° maximum between trailer floor and
dock leveller where a hand powered truck is required to un/load.
• Loading height of the box body bed of the 7.5t truck (distance from the ground to the loading
bed of the truck) must be minimum 1.1m, when the truck is fully loaded.
• Box body must have rigid/barn style doors, opening 270 degrees.
• For more information, refer to section 4.1.

4.4.18. 7.5t Load Securing Equipment Minimum Requirements

Load Securing Minimum Load Min Annual Inspection
Equipment Capacity/Force Quantity Required
Load Bars 5000 daN* (5 tonne) 3 Y
Load Straps 5000 daN* (5 tonne) 3 Y
Load Netting 2000 daN* (2 tonne) 1 Y
* daN: deckanewton, measurement unit to measure force.

4.4.19. Minimum required loading equipment for XL / L-Type trailers:

EITHER
• 11 × straps (or a minimum of 1 per row of loaded capacity if more than 12 rows) with minimum
2 tonne (2,000 daN) load capacity, positioned for top-over strapping of the load to the trailer
bed,
AND
• 1 net for rear restraint, rated at 4 tonne (4,000 daN) load capacity
OR
• 12 × lateral restraining bars rated at a minimum of 2 tonne (2,000 daN) load capacity

4.4.20. Driver Instructions: Health and Safety

• All drivers must register their arrival at the gatehouse or pre-check area.
• Drivers are to apply parking brake, switch of their vehicle engines during the check in and check out
processes and at any time when personnel are working within 6m behind or near the vehicle e.g.
seal checking. Vehicle keys should be given to the person carrying out the activity to ensure the
vehicle cannot move.
• Drivers must only use the appropriate marked entry and exit points on site.
• Access is forbidden to children or young persons (under 18 years of age) and to any person who is
not an employee of the carrier company or a nominated agency driver.
• Access is forbidden to pets or any animal.

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• Drivers will be provided with the site safety rules and expected conduct whilst onsite. The driver
must read and sign that they understand and agree to these rules. All procedures must be followed
for both the drivers and others safety.
• Smoking is not permitted whilst onsite unless in designated smoking areas. Eating and drinking must
also only occur in designated locations.
• Driver’s personal cooking equipment must not be used on site.
• Alcohol / drug consumption on site is not permitted.
• Drivers are responsible to provide their own PPE and must wear S1P safety footwear and high
visibility clothing (class 2 or above) whilst onsite at all times.
• Drivers must follow the site signage and not exceed the maximum speed limit of 15 km/h
(continental EU) or 10 mph (In UK) whilst onsite. If a site has a different speed limit indicated, the
driver should respect it.
• Drivers must give way to pedestrians when driving on site.
• Drivers must never walk behind or beside a reversing vehicle avoiding blind spots. Drivers will always
follow Amazon personnel indications and they will not remain in the yard without supervision.
• The driver must obtain authorization before reversing into a bay (from either the gatehouse, outdoor
yard marshal or shunter driver).
• Whilst reversing, the driver must ensure their hazard warning lights and reverse alarm are engaged.
Vehicles should have either non-tonal reverse alarms or white noise or the ability to switch off
reverse alarms if the site has noise restrictions in place. Drivers must follow any additional site-
specific rules regarding reverse alarms (e.g. switch off times).
• Drivers must not ask Amazon associates or any other person for assistance in reversing vehicles.
Amazon does not provide banksmen. Drivers should have adequate skills to control the vehicle safely
alone. Drivers are not allowed to assist other vehicles manoeuvres.
• Once reversed, the driver must engage the parking brake and switch off the engine. Trailer parking
brakes must be applied.
• Wheel chocks will be used on all vehicles prior to loading fitted by the site outdoor yard marshal
(either automated chocks or manual wheel chocks). Some Amazon sites use automatic wheel lock
systems instead of manual chocks. These are designed to minimize health and safety risks to
Amazon associates as a result of premature departures.
• Drivers must not remove or attempt to remove any equipment applied for safety reasons during
un/loading.
• Drivers will be asked to hand in all vehicle keys and paperwork; this includes spare keys for the
vehicle. Drivers should expect to surrender their vehicle keys to the Amazon Outdoor Yard Marshal
/ Security during the un/loading process and when vehicles are being sealed / checked in.
• Drivers must leave their cab and wait in the Drivers Waiting Room whilst the vehicle is (un)loaded.
Drivers are not permitted to leave this waiting room or return to their vehicle without this being
authorized by Amazon Personnel. Drivers will be collected / returned to their vehicles by an Outdoor
Yard Marshal. They should not move on the Yard unless accompanied.
• Drivers needing to use any restroom facility away from the Drivers Waiting Room must be escorted
by Amazon personnel (unless a dedicated walkway is provided not on a traffic route).
• After the vehicle has been (un)loaded, drivers will be notified and the paperwork and vehicle keys
returned to enable departure.
• Drivers must only pull away from a bay when their bay traffic light is green, or in cases where a light
is not displayed, under the explicit instruction of an Amazon Outdoor Yard Marshal/shunter.
• Drivers must not attempt to couple up to or move a trailer with a ‘Lock’n’Stop’ stand positioned in
front of it (a wheeled stand with a stop sign attached positioned in front of a vehicle to prevent

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unauthorized vehicle movement and/or a jackstand under the trailer (trailer anti-tilt device) (if they
are in use by the site). This indicates that the trailer is being (un)loaded.
• Drivers must never use mobile phones or any other communication devices whilst driving the vehicle
in the yard or standing or walking in the yard.
• Drivers must use designated walkways where provided and not take shortcuts from designated
walkways when on Amazon premises.
• Drivers are not permitted to take overnight or weekend driving breaks on Amazon premises.
• Entry to the warehouse is not allowed for non-Amazon personnel unless permitted and escorted by
Amazon personnel. Drivers can request to inspect the load condition via Amazon personnel.
• Amazon personnel are not permitted to operate supplier vehicles.
• All accidents (including vehicle, building, property damage or environmental) must be reported to
Amazon management immediately.
• In the case of an emergency evacuation, drivers must switch off engines immediately (not blocking
any emergency routes), exit vehicles and go to the nearest assembly point marked on the rules for
the site. Drivers must not move vehicles in, out or around the site at this time.
• Aggressive conduct by the driver on site and / or not obeying site safety rules will not be tolerated
and will be immediately reported. Carriers / drivers who do not comply with Amazon regulations will
be removed from site and be banned from making future deliveries.
• Amazon does not permit drivers to repair/attempt to carry out vehicle repairs on its premises or its
off-site parking areas.

4.5. Amazon may, in its sole discretion, provide guidance to the Contractor and/or require the Contractor to
comply with Amazon's instructions which may be imposed by Amazon from time to time to ensure
compliance with applicable legal and safety requirements (the Guidance). Such Guidance shall not be
construed to impose on Amazon any obligation, representation or warranty in relation to compliance with
these requirements and Amazon shall take no responsibility for the accuracy and implementation of the
Guidance. For the avoidance of doubt, the Contractor is solely responsible for the fulfilment of any and all
legal and safety obligations arising from or giving effect to the Guidance.

4.6. Key Focus Areas to Avoid Accidents on site:

4.6.1. Reversing – Amazon sites are busy and
4.6.2. Dangerous Driving/Speeding

4.7. Mandatory Equipment for entering Amazon sites:

Load straps Rated load straps / lashings to hold

palletised loads securely in place during
transit.

Load bars Metal bars to hold palletised loads

securely in place during transit.
Recommended bars are, spring loaded
(no handle), load bars fixed into clips.

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EN Class 2 hi vis vest Hi vis vest to meet EN class 2 standard.

S1P safety footwear Fully enclosed safety footwear meeting

S1P standard. Various types available.

5. VEHICLE TYPES AND REQUIREMENT

Amazon Equipment Type General Industry Name
SPRINTER_VAN Mercedes sprinter, or similar
SPRINTER_VAN_TL Mercedes sprinter with a tail lift, or similar
BOX_SPRINTER_VAN Luton van / 3.5tn
BOX_SPRINTER_VAN_TL Luton van with a tail lift / 3.5tn with a tail lift
Artic truck & box trailer - trailer to be dropped ahead of
BOX_DROP_TRAILER
planned pull time
SEVEN_HALF_TON_TRUCK 7.5tn truck
SEVEN_HALF_TON_TRUCK_TL 7.5tn truck with a tail lift
ELECTRIC_SEVEN_HALF_TON Electric 7.5tn truck
ATTACHED_TRUCK 18tn truck
ATTACHED_TRUCK_TL 18tn truck with a tail lift
DETACHED_TRAILER Artic truck & trailer (curtainsider or box) up to24tn
DETACHED_TRAILER_CURTAIN_STD Artic truck & trailer curtainsider up to 24tn
DETACHED_TRAILER_BOX_STD Artic truck & trailer box up to 24tn
DETACHED_TRAILER_TL Artic truck & trailer with a tail lift
LICENSED_DETACHED_TRAILER Artic truck licensed to run through EU driving bans
Artic truck & trailer - trailer to be dropped ahead of a
DROP_TRAILER
planned pull time
Artic truck licensed to run through EU driving bans - trailer
LICENSED_DROP_TRAILER
to be dropped ahead of a planned pull time
DOUBLE_DECK_TRAILER Artic truck & double deck trailer
Mega Trailer 13,60m x 2,45m x 3,00m
TWO_SWAP_BODIES Two exchangeable containers

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Please be informed that Amazon is not using L-type trailers in our operations anymore due to the on-road
safety benefits offered by XL-curtain and box trailers compliant with EN 12642-XL standard. We ask that
you supply XL or Box type trailers whilst carrying out Amazon operations.

5.1. Specification for Detached Trailer

5.1.1. Carriers must be capable of carrying up to a maximum of 24 tonne payload for all detached
trailer loads, with either a box or curtain sided trailer. Many loads booked through the Relay Load
Board will be significantly less than this, but you must be able to meet this requirement as
standard.
5.2. Specifications for 7.5t box trucks
5.2.1. Permitted gross truck weight: 7.499 kg (should be less than 7.5t to comply with the -) with a
payload of minimum 2,000 kg (+/- 500 kg). This needs to be clearly stated in the registration
papers of the truck.
5.2.1.1. In the picture below box F.2, which indicated the GVW must be 7.499 kg.
5.2.1.2. Box G is the empty weight of the truck. The difference between F2 (GVW) and G (vehicle
empty weight) must be >2,000 kg (+/- 500 kg) for the truck to be considered as a 7.5t truck.

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5.2.2. An example for a 7.5t truck registration paper is below - F2 is 7490 kg and the payload is F2-
G=3040 kg, 23 which complies with the Amazon standards.

5.2.3. Below is an example for a 3.5t van registration paper (Figure 3), F2 is 3500 kg and the payload
is F2-G=705 kg, 29 which DOES NOT comply with the Amazon standards as a 7.5t truck.

5.2.4. Loading height of the box body bed (distance from the ground to the loading bed of the truck)
must be complaint with the EHS requirements of the site. As a general guideline, the loading
height must be minimum 1100mm.

>=1100mm

5.2.5. Width of the box body must be > 2450 mm so that dock leveler could be places inside the
box body.

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5.2.6. Height of the box body must be minimum 2300 mm so that the associates can safely
load/unload the vehicles.

>=2300mm

5.2.7. Both rigid and curtain bodies are accepted. Trucks with a rear curtain door are allowed when
they can be docked with a dock leveler, provided it is possible to open the rear curtain door from
inside the building, without the use of any ladders. The driver must not use any ladders in the
yard to open or close the rear curtain. Vehicles which require this are not permitted. In addition,
for curtain bodies the truck needs to be certified according to EN 12642 L or EN 12642-XL.

5.2.8. Vehicles must be rear load/unload. Amazon does not have the ability to side load/unload.

5.2.9. Tail lift: Ideally, trucks without a tail lift are preferred so we can receive these trucks at the
same dock doors as standard trailers. Trucks with a tail lift are acceptable provided it is stowed
under the truck or under the dock door during the operation, to enable the truck to dock at a
dock door as usual.

5.2.10. Door opening angle must be 270 degrees – i.e. doors should fold flat against the sides of
the vehicle as in the picture below.

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5.2.11. Pallet capacity must be minimum 8 UK pallets or 12 EU pallets.

5.2.12. How to recognize a 7.5t truck from the cab:

• Mercedes: “Atego” - “818” on the driver door.
• DAF: LF 150, 160 or 170.
• IVECO: Eurocargo ML75.
• MAN: TGL- “818” on the driver door.

5.2.13. Vehicles NOT classed as 7.5t Trucks:

Vans converted to a box van/truck (Iveco Daily, Mercedes Sprinter, Renault Master etc.) are not
accepted. These vehicles are too low to be loaded/unloaded at Amazon site’s dock doors. See
pictures below for an unacceptable gradient for the dock leveler at our sites.

5.3. Specifications for Drop Trailer

5.3.1. Carriers must provide an empty trailer on start site of VRID between 12 to 24h ahead of planned
pull time
5.3.2. It is mandatory to pre-register the trailer number in Relay to ensure the site can track it when on
its yard. Any failure to do so 12 to 24h prior pull time will result in a Drop Trailer load qualified
as Non-Compliant. You can find more information on how to pre-register a trailer on the Relay
101 training as well as the Relay For Drivers (R4D) training.
5.3.3. Driving Ban Specificities: In the case of a Driving Ban, trailers must be dropped before the start of
the Driving Ban. This is applicable to ALL VRIDs departing between the end of the Driving Ban
and the 12h following its end. Trailers have to be assigned to their corresponding VRID by the
carrier in Relay in order to provide visibility to the site.

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5.3.3.1. For example, after France’s Sunday driving ban, all Drop Trailer VRIDs with a departure
planned between 10pm on Sunday and 10 am on Monday must be dropped before 10pm
on Saturday in order to be compliant. Any missing trailer will be investigated and trigger a
financial penalty if it is carrier controllable.
5.3.3.2. Further details can be found in the following documents available in the Appendix B of this
Carrier Manual.

Artic truck & trailer – empty trailer to be dropped on start site 12 to 24h ahead of planned pull time.

5.4. Tandem Trailers

5.4.1. Tandem trailers are not allowed in pan-EU. Please note that SWAP bodies on tandem trailers
are also not allowed. Examples of tandem trailers:

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6. AMAZON FREIGHT (AF) - EXTERNAL FREIGHT LOADS

6.1. Amazon Freight specific requirements

As AF loads are different from general Amazon loads, they also have some unique requirements above the
standard Amazon requirements. It is essential for you to identify whether a load you are booking is an
Amazon Freight load in order to know that you must meet the additional requirements outlined below.

6.2. How to identify if your load is an Amazon Freight Load

Please note: you can only identify if a load is Amazon Freight after you booked the load. Step by step
instructions:

1. Once you booked the load in Relay, you go to the “Trips” tab.
2. Click on a load, then click on “Comments” button/section.
3. A note will be visible mentioning “This is an External Freight Load. A POD and truck seal are
mandatory for this load”.
4. The same note will also surface all pick-up and drop-off reference IDs required for both origin and
destination of the load. These references are NOT visible in R4D and therefore it is essential for the
carrier to inform the driver of these, along with all additional requirements outlined below.

6.3. AMAZON FREIGHT ADDITIONAL REQUIREMENTS:

6.3.1. Proof of Delivery (POD)

a. Requirement: Proof of Delivery (POD) is a strict requirement for AF loads. When the driver arrives at
the Origin node, the Shipper will provide the driver with documentation (such as a BOL) that will
serve as a POD once stamped/signed at destination. If the shipper does not provide a BOL to serve
as POD, then the driver should use the CMR.
b. Sharing POD with Amazon and SLA: Through R4D, upon delivery, the driver will be asked to take a
picture of the POD. This will then automatically upload it to our system and not require you, the
carrier, to upload the POD. In instances where the driver does not upload the POD, you have 24hrs
from the time of delivery to provide us with the POD. Not meeting this SLA will lead to a breach of
your T&Cs.
c. Exceptions: The only exception for not providing a POD is when the load is “drop and swap”. This is
when you are using Amazon-managed trailers and have been asked to drop a trailer, not live
loading/unloading.
d. Troubleshooting / contacting Amazon Freight: If you have an issue with a POD at the pick-up site,
you must let us know before you reach the destination. If you have an issue with a POD at the
delivery site, you must inform the AF ROC team within 1hr of delivery. This can be through either
R4C or phone call.

6.3.2. Truck Seals

a. Requirement: Truck seals are a strict requirement of AF loads.
b. Liability/Responsibility: It is the responsibility of the carrier to ensure the load is sealed and secured
properly. Not meeting this SLA will lead to a breach of your T&Cs.
c. Carrier to request a seal is fitted to the trailer by the shipper.
d. If no seal is available then the Carrier is to contact either his base or Amazon and inform them that
no seal is available and that the load is classed as insecure.

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e. It is the Carriers responsibility when dropping a trailer or collecting a trailer to assess the trailers
conformity and integrity. Reports of non-conformity will be addressed with the carriers as a breach
of T&C’s.
f. To ensure that load is sealed and secured correctly and to check the Seal number against the CMR.
g. Carrier to ensure the 7 Point trailer check “Outside Doors and Locking Mechanism/TIR cable”
h. Requirement: 7-point physical inspection performance on all outbound dedicated Buyer’s
containers or trailers: Front Wall, Left Side, Right Side, Floor, Ceiling/Roof, Inside/Outside Doors
and Locking Mechanism, Outside/Undercarriage.

6.4. AMAZON FREIGHT – CONTACT US/SUPPORT LINE:

6.4.1. In order to report any issues on an AF load, you can either raise a case through R4C or call us. The
method to raise a case is the same for any load. To call us use (+44) 0203 901 7206.

7. LOSS PREVENTION AND SECURITY

7.1. The below security requirements, approved by Amazon EU Loss Prevention, must be adhered to at all
times to ensure secure collection, transit and delivery of goods. The below standards are based on TAPA
TSR 2017 and are the Amazon preferred standards. For the complete list of requirements carriers must
always refer with the Security Exhibit in the contract.

7.2. Policies and Procedures:

• The Carrier must have a formally appointed contact for Supply Chain Security.
• The Carrier must have a written Supply Chain Security Policy in place.
• The Carrier must have procedures in place for the handling of HVTT (High Value Theft Targeted).
• All Carrier - Sub Contractors must adhere to all of the above.
• The Carrier must have a written and implemented policy that ensures all freight losses / incidents
are investigated and provide full cooperation in an Amazon or appointed agent investigation.
• The Carrier must maintain a full up to date contact list for critical Law Enforcement Agencies. This
list must be made available to their main office, drivers and sub-contractor, clearly stating the
process on how to escalate and report an incident.
• The Carrier must maintain all records of collections and proof of delivery for a period of 2 years.
• The Carrier must risk assess and co-ordinate with the Amazon teams on preferred safe routes and
stops. This is to ensure that the safest routes are chosen to minimise the passage through known
high-risk areas.
• The carrier must report to Amazon every incident immediately and in case of any issue the carrier
must have a system in place to ensure that the incident will be reported immediately or maximum
within 2 hours.
• The Carrier must have a policy in place to ensure that all drivers and sub-contractors use known
and Amazon agreed secure parking locations that should fulfil the following specifications:
a) 24-hours manned security
b) Fully enclosed by surrounding fencing
c) barrier controlled entrance
d) Permanent video surveillance
e) Adequate lighting throughout the premises

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7.2.1. The Carrier must have a program in place to ensure their workforce and sub-contractors are aware
of Amazon’s Security requirements. This should include the threat awareness, robbery response,
vehicle checking, use of secure parking locations, and the escalation process to law enforcement,
border controls and Amazon.

7.2.2. If the Carrier has a tracking alert facility or system, this must be reviewed annually.

7.2.3. The Carrier and its sub-contractors must communicate without delay to all law enforcement
agencies and Amazon in the event of any incident whilst in transit. Providing full details with
account of events and timings.

7.2.4. The Carrier must have procedures in place to protect any cargo (especially HVTT) from security
incidents, driver illness, vehicle breakdown, unscheduled breaks, strikes, detours (delays),
accidents, bad weather or refusal of delivery.

7.2.5. The carrier instructs the drivers to perform a security check after any break longer than 15 min.
The inspection must include at least: status of the seal and padlock, condition of the TIR Cable,
cuts in the curtain (soft trailers), and openings in the trailer corners.

7.2.6. If some of the above parameters presents an issue (broken seal, cuts on the curtain, doors
opened, etc.), the driver must notify immediately to the Police, central operation of carrier and
Amazon using the category Loss Prevention in R4D or R4C. Drivers must not open the seal.

7.2.7. If for any reason drivers have to open the seal, then confirmation from ROC Security & Loss
Prevention team is required. In order to receive confirmation, a dedicated case needs to be raised
to ROC Security & Loss Prevention team.

7.2.8. The carrier must follow all ROC Loss Prevention instructions whenever a security incident is
reported.

7.2.9. Carrier must provide a GPS report of the loads, whenever it’s required by Amazon ROC for
investigation purposes.

7.2.10. High-quality stainless-steel security locks firmly fixed to all truck/trailer doors and utilized during
the entire journey. Locks can be electronically or manually operated, must be unique and must
be designed to resist defeat with hand tools. Amazon S&LP recommends using CEN4 as the
minimum level of certification for the locks.

7.2.11. The carriers are allowed to use only ISO 17712 metal cable norm seal.

7.2.12. The seal must be inserted inside the hole and pulled firmly up to the maximum closure. Do not
leave any space between the truck handle and the cable itself;

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7.2.13. Amazon issued seal. In case of a DOT inspection, Carrier shall be responsible to ensure that a
new ISO metal cable seal is placed on the trailer and the new seal number is indicated on the
consignment note with a stamp from the official authority indicating that this has been done
under their supervision.

7.2.14. High-quality stainless-steel security locks firmly fixed to all truck/trailer doors and utilized during
the entire journey. Locks can be electronically or manually operated, must be unique and must
be designed to resist defeat with hand tools. Amazon S&LP recommends using CEN4 as the
minimum level of certification for the locks.

7.3. Best Practice:

• The truck and trailer doors must remain locked during transit.
• The truck keys (including any trailer lock keys) must remain in the driver’s possession at all times.
• Where possible hard sided trailers should be used.
• A trailer immobilization device must be in place when the trailer is dropped (Kingpin, landing
gear lock or brake line lock).
• The Carrier must ensure that there is a 24/7 two-way, real time communication method or
system available to the driver during entire journey, specifically using the R4D platform.

7.3.1. The Carrier must have the ability to effectively plan a safe route with preferred secure parking and
where possible be able to track the truck & trailer (See the Alternative Parking List in the Carrier
Library).
• If the carrier has a silent panic alarm installed within the truck all procedures should be tested
and reviewed every 6mths.
• The driver is must have access to a Satellite Navigation System equipped with traffic alert
updates. This is to avoid unnecessary risks with unplanned/ unsecure stops. Driver must update
Carrier on any new route taken and this must be logged.
• If the driver must leave the truck & trailer, all doors must be secured, locked and alarmed (where
fitted). The driver must also ensure a full vehicle check is conducted on their return.
• No unauthorised parties or passengers must be allowed within the truck or trailer at any time.
• The Carrier must ensure that all vehicles are fit for purpose and road worthy to avoid the risk of
breakdown. Pre-vehicle checks must be conducted and documented by the Carrier.
• The Carrier must ensure that all drivers have the correct provisions (Fuel etc.) to prevent any
unnecessary unscheduled stops.
• Drivers must retain and handover any documentation to the delivery point. This includes any
incident reports or documentation provided to them by law enforcement agencies during their
journey.
• Drivers on arrival to the final delivery point must always inform the Security Personnel if an
incident has occurred during their journey. This is to ensure that the correct processes are
followed on site, with no risk to driver, security or any other parties. Driver must provide as much
detail as possible to Security so a full report can be submitted

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8. PERFORMANCE EXPECTATIONS
8.1. Amazon Peculiarities – How are we different?
• Times provided on loads for Amazon are deadlines, they are NOT the start or mid-point of a
collection / delivery window.
• Amazon sites are very busy and arrival for collection is considered equally important to arrival
for delivery. All carriers are measured on both criteria (see below).
• The performance of a carrier along with the prices offered are taken into consideration when
Amazon allocates work to carriers.

8.2. Performance Matrix – How do we review your performance?

8.2.1. Key Performance Indicators (KPI):

o On Time Positioning % (OTP) is determined by adding a 5-minute buffer to the scheduled arrival
time at Stop 1. Goal > 98.5%. It is a carrier’s responsibility to start their tour on schedule.

o On Time Arrival % (OTA) is determined by adding a 5-minute buffer to the scheduled arrival
time at Stop 2 (destination). Goal > 98.5%. Carriers are expected to plan appropriately and be
proactive in taking all reasonable measures to arrive at the scheduled time.

o Tender acceptance metric % measures the % of total loads accepted and completed vs total
loads tendered to the carrier. Goal=100%. Carriers are expected to plan their capacity
appropriately and deliver what is promised. Rejections can cause network disruptions which in
turn affect our customer delivery promise.

o Gatehouse Traceability % (GHT) measures the % of loads trackable which have at least 1 ping
every 5 min between origin departure and destination arrival. Goal > 95%. Real time data is
critical to our business, allows us to plan better and be proactive with network disruptions that
can impact customer promise.

o R4D adoption % (R4D) measures the % of loads for which R4D application was used vs total
loads hauled by carrier. Goal=100%. R4D enables expedited check-in, real-time delay reporting,
improved traceability, reduced dwell time at Amazon sites and a range of other benefits.

8.3. Your Carrier Manager and Carrier Specialist will be reaching out regularly to discuss your performance.,
Amazon expects carrier operations team to come prepared with the list of misses and immediate
actions plan to ensure the miss is recovered and most importantly how to avoid the same delay in
future. Your carrier manager and specialist will review your plan and let you know if it is sufficient or
additional actions are required.

8.4. Amazon expect 24/7 coverage and monitoring from carriers. Any delay or miss should be
communicated in a timely manner directly to Relay Operation Centre (ROC) via Support Centre in Relay.

8.5. You can see your performance metrics in Relay. See the Relay Manuals for details.

8.6. Priority Access (Early Access)

At Amazon we operate a system where our highest performing carriers gain early access to the load
on our load board, during this time these loads can only be booked by a select few carriers.

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To gain early access carrier must achieve the target on each KPI;
• Performance Grade B and above

The data used to determine the above criteria is based on the trailing 6 weeks of loads and is updated
on a weekly basis.

9. INVOICING
For all invoicing queries you should contact your Carrier Manager in the first instance.

9.1. Payment Terms

• The payment terms described in this section are valid for European carriers, except when based
in Italy.
• Carriers who have accepted the terms and conditions of the new “Self-billing” feature on Relay
will receive payment on the week following completion of the work. For example, if you
complete work from Sunday, September 13 through Saturday, September 19, your invoice will
be available on Wednesday September 23 and your payment will be automatically deposited
into your bank account on Friday, September 25. Please note, factors such as holidays, your bank
processing times and other, may impact these payment timelines.
• If you haven’t accepted the Terms and Conditions of the “Self-billing” feature on Relay, the
payment will be made 2 working days after you approve the invoice. To accept the "Self-billing"
terms and conditions, visit the Relay and go to “Carrier Account”, click on “Documents”, open the
“Carrier Terms” tab in the Documents page, and click on “Review and Accept” to agree to them.

9.2. Self-Billing
• Most invoices can now be automatically accepted in Relay by opening the ‘Payments’ page.

• Trips accepted and completed through Relay will populate under the “Payments tab”. Invoices
will require no action for to approval, however, there is an option to dispute the invoice in case
there are missing charges.
• You can also download a PDF copy of the invoice for your records and to review for correctness.

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9.3. Accessorial Charges

• Accessorial charges are payable by Amazon when cancelled loads and waiting/detention times
cross certain thresholds. See the matrix for details.
• Steps below outline events to be followed for detention and waiting. For Cancellation events
see below.
• Where a carrier’s vehicle is delayed for any reason, either on-site or en-route, a case should be
opened immediately utilizing the “tech/ops” case topic. It is also critical to open this case in order
to claim waiting charges, if applicable, and avoid payment delays.
• A second case must be opened after the initial case has been closed regarding the reported
delay. Open the second case, utilizing the "Accessorial Approval" case topic. You should include
the below:

• If your draft invoices in Relay do not include the approved charges, you should reject the invoice
for correction by Amazon. Please ensure that you have opened both cases and the charges have
been approved. If not, you should do so as soon as you reject the invoice. Once the invoice has
been corrected, you will receive an automated email notification that your draft is ready for
review in Relay, please action on draft ASAP to avoid delays in payment. Cases should be raised
through Relay following the instructions above.

9.3.1. Expectations from Carriers when submitting accessorial charge requests.

• Carriers must raise a case to ROC for accessorial event validation. Failing to do so will result
in denial of accessorial charges.
• ROC doesn’t approve accessorial amounts but only accessorial events – i.e. you must report
the delay time, not your expected reimbursement.
• For driver detention and layover charges, cases need to be raised to ROC as and when
detention starts accruing.
• Accessorial charges submitted in excess of 180 days after the event will be rejected.
• In case of any disagreement, the case will be assigned to your Carrier Manager. Their decision
will be final.

9.3.2. Cancellation events in the case of Self-Billing loads are submitted and paid automatically
according to the table below.

9.4. Scenarios where waiting charges are applicable

Carrier FC Carrier FC Carrier Waiting

Applicable Charge Code
Positioning Departure Arrival Unloading Applicable
On time On time On time Late Yes Only DTU is valid.
On time Late On time Late Yes DTL and DTU are both valid
On time Late Late Late Yes Only DTL is valid.

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Late On time On time Late Yes Only DTU is valid.

Late Late On time Late Yes Only DTU is valid.
On time On time On time On time No Waiting Charges not approved
On time On time Late On time No Waiting Charges not approved
On time On time Late Late No Waiting Charges not approved
On time Late On time On time No Waiting Charges not approved
On time Late Late On time No Waiting Charges not approved
Late On time On time On time No Waiting Charges not approved

Carrier may not charge waiting charges in the event that waiting is caused is any event that is beyond the
reasonable control of Amazon, including but not be limited to acts of God or war or terrorism, fire, floods,
earthquakes, storms, default by suppliers, strikes, lock-outs, industrial disturbances, riots, civil commotion or
unrest, interference by civil or military authorities and compliance with the acts, regulations or orders of any
, governmental or other regulatory authorities insofar as these have been implemented or modified since
the date of the Agreement

9.5. Accessorial charge matrix

Cancellation charges (including ad-hoc Routes). If Amazon cancels a Route and is unable to provide an
equivalent replacement load for Carrier, it shall only pay to Carrier the below charges depending on the time
of cancellation before scheduled pick up time.
Cancellation charges will be automatically added onto your next invoice for checking and approval.
If you are a non-UK (continental EU) based carrier, the charges described in the following table apply:
EU (€)
Single Driver Team Driver
<= 12h before scheduled
pick up time 220 320
> 12h before scheduled pick
up time No charge No charge
Within 30mins of creation No charge No charge
Agreed lane base Agreed lane base
Max. Cap rate rate

If you are a UK based carrier, the additional charges described in the table below apply.

UK (£)
Single Driver Team Driver
<= 12h before scheduled
pick up time 220 400
Additional charge for lanes
from / to Ireland 380 220
> 12h before scheduled
pick up time No charge No charge
Within 30mins of creation No charge No charge
Agreed lane base Agreed lane base
Max. Cap rate rate

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Cancellations that are caused by the carrier (for example carrier rejections, late arrivals and no-show-up
loads) shall not be charged for cancelation cost by carriers.

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