AFX UK CARRIER MANUAL

Amazon Freight Exchange Carrier manual

Navigating this document:
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TABLE OF CONTENTS
1. INTRODUCTION ............................................................................................................................. 1
2. CONTACT DETAILS ......................................................................................................................... 2
3. SAFETY .......................................................................................................................................... 3
4. LOSS PREVENTION AND SECURITY.................................................................................................12
5. PERFORMANCE EXPECTATIONS.....................................................................................................14
6. DATA SHARING – PROJECT44/GATEHOUSE....................................................................................15
7. RELAY 4 CARRIER (R4C) USER MANUAL .........................................................................................17
8. RELAY 4 DRIVER USER MANUAL ....................................................................................................28
9. INVOICING ...................................................................................................................................30

1. INTRODUCTION
1.1. Congratulations on completing your onboarding with the AFX program. 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
including a user guide for Relay, Amazon’s load board.

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!

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2. CONTACT DETAILS

2.1. Carrier Managers:

At least one of the below will be available 07:00 – 18:00 GMT Mon – Fri.

Simon Winson +44 (0)1530 267 429 winsons@amazon.com

Philip Silver +44 (0)1530 267 425 silverps@amazon.com
Tom Swann +44 (0)1530 267 431 tswann@amazon.com
Owen Smith +44 (0)1530 267 424 ossmit@amazon.com
Niall Williams +44 (0)1530 267 510 wilniall@amazon.com
Ben Green +44 (0)1530 267 554 bengre@amazon.com
Kyle Mcdaid +44 (0)1530 267 415 mcdkyle@amazon.com
Kyran Parry +44 (0)1530 267 434 parrkyra@amazon.com
Rebecca Aggarwal +44 (0)1530 267 472 aggrebec@amazon.com
Adam Walton +44 (0)1530 267 535 dmwlt@amazon.com

Our phone system does not allow us to see incoming call details. If we miss a call from you and it is important,
please leave a message and we will call you back.

2.2. Group Contact Details:

afx-anchor@amazon.com
afx-uk-Carrier Managerage@amazon.com
+44 (0) 113 320 8665
carrier bidding activity on new loads
all invoicing queries
all operational/track & trace queries (You can also raise a case
in Relay which are monitored 24/7 – See Raising a case Via
Relay)

2.3. Out of hours operational support:

+44 (0) 113 320 8665 connecting through to anyone who’s on shift 24/7

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3. SAFETY
3.1. 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.

3.2. All instructions stipulated here also apply to carrier sub-contractors.

3.3. Disclaimer: Please note that the requirements contained in this Carrier Safety Standards Manual do not
replace any applicable road safety and/or health and safety rules and regulations which must be
complied with at all times.

3.4. A glossary of terms is available at the end of this section to aid understanding.

3.5. Safety Requirements:

3.5.1. Trailers (>7.5 ton vehicles with reinforced floors) should be able to reverse up to Amazon loading
bay doors.

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

3.5.3. 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.

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

3.5.5. Vans with curtain rear door are allowed when they can be docked, at dock bay and provided it is
possible to open the rear curtain door by the Indoor associate from inside the building. See section
15 for further guidance.

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

3.5.7. 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.

3.5.8. Vehicles must have handbrake alarm systems installed to remind drivers to apply handbrakes or
automatically apply handbrakes when the engine is switched off (unless an exception has been
agreed with Amazon).

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3.5.9. 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.

3.5.10. Vehicle Condition: The following standards of vehicle condition are required when operating at
Amazon sites:
3.5.10.1. Trailers provided should have reinforced flat floor surfaces, which are capable of being
un/loaded using Powered Pallet Trucks (PPT) / forklift trucks fully laden.
3.5.10.2. Floor surfaces should be capable of having a powered dock leveller attached, protruding at
least 150mm onto the trailer floor.
3.5.10.3. 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.
3.5.10.4. The vehicle door opening system must be in good operating order and enable the door to
stay securely opened during un/loading.
3.5.10.5. The trailer 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.
3.5.10.6. Trailers must have an automatic brake system fitted, which will apply trailer brakes when
service airline connectors are removed (unless an exception has been agreed with Amazon).

3.5.11. Curtain Sided Trailers Vehicle Condition: The following standards of vehicle condition are
required when operating at Amazon sites:
3.5.11.1. Curtain sided trailers 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.
3.5.11.1.1. >15cm (6 inches): rejected
3.5.11.1.2. 7cm – 15cm: Accepted + corrective measures
3.5.11.1.3. 1cm – 7cm: Accepted + corrective measure

3.5.11.2. Corrective measures include the following:

3.5.11.2.1. 7cm – 15cm:
3.5.11.2.1.1. The cut must be sealed closed on the inside and outside of the curtain using
duct tape (heavy duty tape)
3.5.11.2.1.2. 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.
3.5.11.2.2. 1cm – 7cm:
3.5.11.2.2.1. The cut must be sealed closed on the inside and outside of the curtain using
duct tape (heavy duty tape)

3.5.12. 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.
3.5.12.1. Securing straps MUST NOT be allowed to hang freely, to prevent trips and falls.
3.5.12.2. 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

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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.
3.5.12.3. Last pallets loaded must be secured regardless of how much of the transporting equipment
is loaded.
3.5.12.4. 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).
3.5.12.5. Curtain sided trailers must have side restraint system fitted sufficiently rated for the load.
Trailer structure must offer proper stability and strength (XL rated curtain sided trailers).

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

3.5.14. Swap Body: Swap body needs to be in good condition, with special focus on:
3.5.14.1. Legs must not show damages that might cause instability.
3.5.14.2. Brackets to give support to the legs.
3.5.14.3. Splints (pins that hold the trailer legs in position horizontally) need to be in place on all legs
to prevent the trailer collapsing.
3.5.14.4. The cargo room shall be free from debris and any damages.
3.5.14.5. 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
3.5.14.6. 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.
3.5.14.7. Draw bar trailers must be secured with two wheel chocks per wheel if placed on Amazon
premises.

3.5.15. Delivery vans:

3.5.15.1. Delivery vans provided to be loaded by Amazon personnel require a clearance of at least
2.0m to allow use on loading bay doors.
3.5.15.2. 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.
3.5.15.3. If means for securing the load are not provided (for example netting), the van may be
rejected.
3.5.15.4. Vans must have suitable means of securing the load in transit, otherwise it will be rejected.
3.5.15.5. For a van <7.5 tonne to be un/loaded via a dock leveller on a bay door, the truck width must
be compatible with the dock leveller width 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.

3.5.16. Driver Instructions: Health and Safety

3.5.16.1. All drivers must register their arrival at the gatehouse or pre-check area.
3.5.16.2. 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

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vehicle e.g. seal checking. Vehicle keys should be given to the person carrying out the activity to
ensure the vehicle cannot move.
3.5.16.3. Drivers must only use the appropriate marked entry and exit points on site.
3.5.16.4. 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.
3.5.16.5. Access is forbidden to pets or any animal.
3.5.16.6. 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.
3.5.16.7. Smoking is not permitted whilst onsite unless in designated smoking areas. Eating and
drinking must also only occur in designated locations.
3.5.16.8. Driver’s personal cooking equipment must not be used on site.
3.5.16.9. Alcohol / drug consumption on site is not permitted.
3.5.16.10. 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.
3.5.16.11. 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.
3.5.16.12. Drivers must give way to pedestrians when driving on site.
3.5.16.13. 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.
3.5.16.14. The driver must obtain authorization before reversing into a bay (from either the
gatehouse, outdoor yard marshal or shunter driver).
3.5.16.15. 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).
3.5.16.16. 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.
3.5.16.17. Once reversed, the driver must engage the parking brake and switch off the engine. Trailer
parking brakes must be applied.
3.5.16.18. 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.
3.5.16.19. Drivers must not remove or attempt to remove any equipment applied for safety reasons
during un/loading.
3.5.16.20. 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.
3.5.16.21. 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.
3.5.16.22. 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).

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3.5.16.23. After the vehicle has been (un)loaded, drivers will be notified and the paperwork and
vehicle keys returned to enable departure.
3.5.16.24. 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.
3.5.16.25. 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 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.
3.5.16.26. 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.
3.5.16.27. Drivers must use designated walkways where provided and not take shortcuts from
designated walkways when on Amazon premises.
3.5.16.28. Drivers are not permitted to take overnight or weekend driving breaks on Amazon
premises.
3.5.16.29. 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.
3.5.16.30. Amazon personnel are not permitted to operate supplier vehicles.
3.5.16.31. All accidents (including vehicle, building, property damage or environmental) must be
reported to Amazon management immediately.
3.5.16.32. 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.
3.5.16.33. 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.
3.5.16.34. Amazon does not permit drivers to repair/attempt to carry out vehicle repairs on its
premises or its off-site parking areas.

3.6. 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.

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3.7.
Glossary of Terms
Curtain rear door trailer
Powered pallet trucks (PPT)
Handbrake alarm system –
tractor unit
Trailer automatic brake system
(trailer safety park valve)
Trailer parking brakes
Load straps
Load bars
Load bars – NOT
RECOMMENDED
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Explanation Visual
Trailer or van which has a curtain as its
rear door (rather than barn doors or
shutter doors).
Pedestrian ride on powered pallet truck
used in trailers to un/load pallets.
Alarm system fitted to a tractor unit to
warn a driver if they leave the cab unit
without applying the parking brake.
Automatically applied the trailer parking
brake when the red line is disconnected
during uncoupling. Eliminates the risk of
failing to apply trailer park brakes on
trailers.
Brake system fitted to the trailer to
prevent unintended movement.
Rated load straps / lashings to hold
palletised loads securely in place during
transit.
Metal bars to hold palletised loads
securely in place during transit.
Recommended bars are, spring loaded (no
handle), load bars fixed into clips.
Avoid the use of load bars which have
spring loaded / ratchet handles as these
increase the risk of injury to associate’s
hands when removing them.
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Vehicle restraint systems
Lock’n’Stop
Jackstand
Chocks
Floor surfaces should be
capable of having a powered
dock leveler attached,
protruding at least 150mm
onto the trailer floor.
Draw bar trailers or dolly
trailers
Tail lift
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Amazon sites have a variety of vehicle
restraint systems fitted, they are not fitted
at every site. Automated wheel chock
system which is activated from inside the
building to prevent trailer creep /
movement during un/loading.
A wheeled stand with a stop sign attached
positioned in front of a vehicle to prevent
unauthorized vehicle movement.
A trailer anti-tilt device fitted under a
trailer to prevent the trailer tipping
forwards when being un/loaded (not used
on every site).
Wheel chock fitted to vehicle wheels to
prevent movement.
If providing a loaded trailer, there must be
a 150mm gap between the rear of the
load and the rear door to allow the dock
leveller to be put onto the trailer floor.
A solid coupling between a hauling vehicle
and a second trailer.
A mechanical device permanently fitted to
the rear of a vehicle designed to aid
un/loading of goods.
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Swap Body trailer
Swap body trailer – legs
Swap body trailer - brackets
Swap body trailer - splints
Class 2 hi vis vest
S1P safety footwear
Banksman
Outdoor Yard Marshal
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A swap body (or swop body) is a type of
freight container used for road transport.
This container type can also be called an
exchangeable container or
interchangeable unit.
Legs / brackets should be straight.
Mounted to the legs to give stability.
Splints - pins that hold the trailer legs in
position horizontally, these need to be in
place on all legs to prevent the trailer
collapsing. There are different styles of
pins.
Plain yellow hi vis vest to meet EN class 2
standard.
Fully enclosed safety footwear meeting
S1P standard. Various types available.
A person who is in charge of directing the
movements of large vehicles.
Amazon associate who meets drivers in
the yard, completes the trailer docking
processes and escorts drivers to and from
the waiting areas.
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Shunter driver On site driver who moves vehicles around
the yard with a shunt tractor unit.

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4. LOSS PREVENTION AND SECURITY

4.1. 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 TAPA TSR 2017
and FSR 2017 and are the Amazon preferred standards.

4.2. Policies and Procedures:

4.2.1. The Carrier must have a formally appointed contact for Supply Chain Security.
4.2.2. The Carrier must have a written Supply Chain Security Policy in place.
4.2.3. The Carrier must have procedures in place for the handling of HVTT (High Value Theft Targeted).
4.2.4. All Carrier - Sub Contractors must adhere to all of the above.
4.2.5. 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.
4.2.6. 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.
4.2.7. The Carrier must maintain all records of collections and proof of delivery for a period of 2 years.
4.2.8. 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.
4.2.9. The Carrier must have a policy in place to ensure that all drivers and sub-contractors use known
and Amazon agreed secure parking locations.
4.2.10. 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.
4.2.11. If the Carrier has a tracking alert facility or system, this must be reviewed annually.
4.2.12. 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.
4.2.13. 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.

4.3. Best Practice:

4.3.1. The truck and trailer doors must remain locked during transit.
4.3.2. The truck keys (including any trailer lock keys) must remain in the driver at all times.
4.3.3. High quality stainless steel security locks or high quality chains, bars, padlocks etc must be utilised
during the entire journey. Locks can be electronically or manually operated but unique to resist the
use of hand tools.
4.3.4. Where possible hard sided trailers should be used.
4.3.5. A trailer immobilization device must be in place when the trailer is dropped (Kingpin, landing gear
lock or brake line lock).
4.3.6. 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.

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4.3.7. 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.
4.3.8. If the carrier has a silent panic alarm installed within the truck all procedures should be tested and
reviewed every 6mths.
4.3.9. 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.
4.3.10. 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.
4.3.11. No unauthorised parties or passengers must be allowed within the truck or trailer at any time.
4.3.12. The Carrier must ensure that all vehicle are fit for purpose and road worthy to avoid the risk of
breakdown. Pre-vehicle checks must be conducted and documented by the Carrier.
4.3.13. The Carrier must ensure that all drivers have the correct provisions (Fuel etc) to prevent any
unnecessary unscheduled stops.
4.3.14. 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.
4.3.15. 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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5. PERFORMANCE EXPECTATIONS

5.1. Amazon Peculiarities – How are we different?

5.1.1. Times provided on loads for Amazon are deadlines, they are NOT the start or mid-point of a
collection / delivery window.
5.1.2. Our 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).
5.1.3. When we allocate work we review the performance of a carrier along with the prices offered.

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

5.2.1. Key Performance Indicators (KPI):
5.2.1.1. On Time Positioning %is determined by adding a 5 minute buffer to the scheduled arrival
time at Stop 1. Goal > 98% i.e. more than 98% of a carriers loads arrive no later than 5 minutes
after the scheduled time. It is a carrier’s responsibility to start their tour on schedule.
5.2.1.2. On Time Arrival %is determined by adding a 5 minute buffer to the scheduled arrival time
at Stop 2 (destination). Goal > 98% i.e. more than 98% of a carriers loads arrive no later than 5
minutes after the scheduled time. Carriers are expected to plan appropriately and be proactive
in taking all possible measures to arrive at the scheduled time.
5.2.1.3. Adherence to R4D – how many of your drivers use our tracking app. We need to be as close
to 100% as possible. Your Carrier Manager will work closely with you to help you achieve this.
More information on R4D can be found below.
5.2.1.4. Gatehouse/Project44 – Load traceability is compulsory. Goal > 95% i.e. more than 95% of a
carrier’s loads need to be traceable. Details on the data sharing can be found below. Your
account with Project44 should be fully set up and connected before you take any Amazon loads.
Speak to your Carrier Manager with any concerns.

5.3. Your Carrier Manager will be reaching out regularly to discuss your performance. Please distribute these
details freely within your operation and teams, we would like everyone to contribute to this success.
5.4. You can see your performance metrics in Relay. See the Relay manual for details.

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6. DATA SHARING – PROJECT44/GATEHOUSE VEHICLE TRACKING

6.1. The following information is provided by our partner, Project44. If you have any concerns or queries
please contact your Carrier Manager.

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7. RELAY 4 CARRIER (R4C) USER MANUAL

7.1. Relay is Amazon’s internal and external load management program. The following guide should take you
through the most frequently used features.

7.2. Table of Contents

7.3. Onboarding .......................................................................................................................... 17

7.4. Dashboard ............................................................................................................................ 19
7.5. Trips. .................................................................................................................................... 20
7.6. Load Board ........................................................................................................................... 23
7.7. Driver Roster ........................................................................................................................ 24
7.8. Performance ......................................................................................................................... 24
7.9. Carrier Account ..................................................................................................................... 25
7.10. Contact Centre .................................................................................................................... 25

7.3. Onboarding

7.3.1. You will have received the email below. Click the “Register now” button

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7.3.2. This will take you to a page where you should enter your company details. You will also be required
to upload a scanned copy of your Operators License, certificate of insurance and enter your VAT and
payment information.

7.3.3. On the final page review the information you have entered/uploaded and click “Submit”

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7.4. Dashboard
7.4.1. The dashboard shows your current situation with a view of all trips/loads.
7.4.2. Orange numbers mean there is action required on your part, either to accept a load, assigning a
driver, entering a load status or reporting delays etc.

7.4.3. You will also see information relating to payments, performance and capacity if you have these
features enabled. Clicking the blue arrow at the top left of each widget will take you to the detail
pages for each.

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7.5. Trips.
7.5.1. The trips page gives an overview of current and upcoming vehicle runs. Use the tabs at the top of
the page to navigate through the different categories. Orange numbers again indicate the number
of trips in each bucket needing attention.

7.5.1.1. The ‘Tendered’ tab shows all trips currently assigned to you. You’ll need to accept these
loads/trips.
7.5.1.2. Once a load is accepted, it moves to the ‘Upcoming’ tab. Typically, the load will sit here until
the first arrival timestamp is added.
7.5.1.3. Once the load starts moving, it will transition to the ‘In Transit’ tab and once all timestamps
have been entered, it will move to the ‘Completed’ tab.
7.5.1.4. Loads that were rejected or cancelled will move to the ‘Cancelled/Rejected’ tab.

7.5.2. You can search by ID, locations and start date in each tab using the search box in the top left.

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7.5.3. You can sort through each list of trips by various attributes and export the list as a .csv file using
the ‘Sort’ and ‘Export’ buttons at the top right of each tab.
7.5.4. Each trip shows the time to expiration (time remaining to accept the load), the location of the
pickup, drop-off, journey distance and estimated payout.

7.5.5. Clicking anywhere on the trip will expand to show more details.
7.5.6. While expanded, you can see origin, destination, total distance, expected payout, arrival time,
departure time and equipment type.

7.5.7. Clicking ‘Accept all’ will accept all tenders.

7.5.8. Clicking ‘Accept’ will accept the individual tender.
7.5.9. The orange bar on the left of each trip indicates action is required.

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7.5.10. The ‘In Transit’ tab shows detail of trips currently running and gives details of cancelled, delayed
and completed trips.
7.5.10.1. Cancelled trips are shown by ×
7.5.10.2. Delayed trips are shown by 
7.5.10.3. Completed trips are shown by 
7.5.11. In the expanded card for a trip you can report delays whilst a trip is in transit.

7.5.12. In the ‘Upcoming Tab’ you are able to assign drivers and equipment to trips. This can be done
individually by expanding each trip, or through a bulk action.
7.5.12.1. Click ‘Bulk assign equipment’ in the top right.

7.5.12.2. Export trips to .csv.

7.5.12.3. Add tractor, license plates, trailer IDs in the downloaded file.
7.5.12.4. Save locally

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7.5.12.5. Upload the saved file and click ‘Submit’

7.6. Load Board

7.6.1. The load board is where you can browse and accept adhoc loads at fixed prices.
7.6.2. Access the board from the main menu on the left of the R4C webpage.
7.6.3. Available trips can be filtered and searched. Searches can be saved and email notifications can be
enabled for particular search criteria.

7.6.4. Each offered trip shows pickup, drop-off, distance, equipment and ‘accept now’ price.

7.6.5. To book a load, click ‘Book’ and you will be taken through the confirmation steps. Once confirmed,
the load will move to your ‘Upcoming’ trip tab.

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7.7. Driver Roster
7.7.1. The driver roster page allows you to invite drivers to join your roster. Invitations will be sent to
their email addresses which they will be required to accept. The roster page will give visibility on
their status.
7.7.2. When adding a diver, you will be asked for their preferred language and their email address. By
adding multiple comma separated email addresses you can perform a bulk invitation to up to 100
drivers.

7.8. Performance
7.8.1. The performance tab allows you to see overall performance against the Amazon targets for both
On Time Performance and Compliance (driver usage of the R4D app).

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7.8.2. In the drill down screens you will be able to view On Time, Tender Acceptance and App Usage
details and trends over time.

7.9. Carrier Account

7.9.1. The ‘Carrier Account’ section allows you to view, edit and update your company details.
7.9.1.1. Under ‘Company Profile’ you can edit your address, phone number and upload new copies
of your operating license.
7.9.1.2. Under ‘Documents’ you can review insurance requirements and add new/updated or delete
expired insurance certificates.
7.9.1.3. ‘Payment Info’ allows you to view your payment information.
7.9.1.4. ‘Site Users’ enables you to view current users and add more to your company’s Relay 4
Carrier profile.

7.10. Contact Centre and case raising

7.10.1. The contact center within Relay allows you to reach out to Amazon with issues requiring quick
resolution by opening a case.
7.10.2. Reasons to open a case include, but are not limited to:
7.10.2.1. Driver delayed to origin, departing or arriving at destination.
7.10.2.2. Load not onsite, or incorrect load information.
7.10.2.3. Waiting/detention charges.
7.10.2.4. Invoice errors.
7.10.2.5. Tech issues with Relay or Driver app.
7.10.2.6. All other topics that would need escalation to the ROC team.

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7.10.3. To open a case in Relay, click on the ‘Contact Centre’ button located at the bottom left of any
page in Relay.

7.10.4. Select ‘Create New’ from the top right of the next page.

7.10.5. The case submission window will open:

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7.10.6. Use the dropdown menu to select the topic of your case.
7.10.7. Depending on the topic chosen, different information will be requested in the message box. E.g.
if ‘Trip Issues’ is selected in the topic dropdown, the Load identifier (VRID) will be requested.
7.10.8. Use the ‘additional recipients’ box to CC other members of your team or your carrier manager
for visibility.
7.10.9. You can also attach up to 9 files to your case.
7.10.10. Once your case has been successfully created you will receive an auto generated email.
7.10.11. As commentary/replies are added to the case you will receive them as email. You can reply
directly to these emails to add further details to the case or answer questions.

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8. RELAY 4 DRIVER (R4D) USER MANUAL

8.1. Introduction ................................................................................................................28

8.2. Driver Onboarding .......................................................................................................28
8.3. Driver User Manual .....................................................................................................29

8.1. Introduction
8.1.1. R4D is an Amazon mobile app supported by Android and iOS mobile devices for drivers
transporting Amazon loads. It is designed to complement R4C, improve the driver experience and
speed up the manpower intensive check-in and check-out process.

8.1.2. R4D enables drivers to:

8.1.2.1. Get faster gate check in, get digitised in-yard instructions and safety rules.
8.1.2.2. See assigned work schedule. Also view history of work executed.
8.1.2.3. See location and info, get work reminders and details about loads.
8.1.2.4. Get notifications of cancelled loads or added loads.
8.1.2.5. Get notifications when your load is ready for pick up.
8.1.2.6. Report a delay to your carrier and Amazon
8.1.2.7. Provide feedback about your experience working for Amazon and about its sites.

8.1.3. R4D enables carriers to:

8.1.3.1. Directly assign work to your drivers and keep them updated about changes on the fly
8.1.3.2. Better utilise driver time by minimizing manual tasks at sites
8.1.3.3. Avoid delays due to manual check-ins with the launch of auto-checkin
8.1.3.4. Capture delays entered by driver in real-time
8.1.3.5. Attain improved GPS compliance
8.1.3.6. Facilitate driver swaps and hand-offs(To be launched in Sep 2019)

8.2. Driver Onboarding

8.2.1. Drivers should first be ‘invited’ following the process in Relay outlined above.
8.2.2. Driver should open email from their mobile device and tap ‘Get Started’.
8.2.3. They will then be prompted to download the app from either the AppStore or Google Play,
depending on the operating system on their device.

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8.2.4. Once the app is launched it will begin the setup process.
8.2.5. The driver will be asked to:
8.2.5.1. Pick their region; either North America or Europe.
8.2.5.2. Sign in or create an account – they should use their existing Amazon account details if they
have one. If not they can create one at this stage.
8.2.5.3. Enter their name and phone number.
8.2.5.4. Enter license class.
8.2.6. All entered information will show in the Driver Roster in Relay.
8.2.7. The Driver will then be asked to allow notifications and location tracking. Both should be
allowed.
8.2.7.1. Notifications: Relay will push notifications if a load gets cancelled or added within 24 hours
of its appointment time. Once the app is opened, there will also be an indicator if a load or
loads were cancelled. Just tap ‘view details’ to see which load has been cancelled. Notifications
will also be pushed when a load is ready for pick up.
8.2.7.2. Location Access: Relay will only track location while you are pulling Amazon loads and
ensures Amazon loads arrive on time. Even if there is a long line at the Amazon gate, you will
get credit for arriving on time.

8.3. Driver User Manual

8.3.1. A PDF copy of the R4D user manual for drivers is attached to your original onboarding email. If
you require another copy to be sent, please reach out to your Carrier Manager.

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9. INVOICING

9.1. For all invoicing queries you should contact your Carrier Manager in the first instance. Before
submitting your first invoice we recommend you call your Carrier Manager to ensure correct
submission and avoid unnecessary delays to payment.

9.2. Self-Billing.................................................................................................................................. 30
9.3. Invoice submission process......................................................................................................... 31
9.4. PDF Invoice Submission .............................................................................................................. 31
9.5. Excel Invoice Submission ............................................................................................................ 33
9.6. Credit notes ............................................................................................................................... 34
9.7. Documents submission deadlines ............................................................................................... 34
9.8. Accessorial Charges .................................................................................................................... 34
9.9. Scenarios where waiting charges are applicable. ......................................................................... 36
9.10. Accessorial charge matrix ......................................................................................................... 37

9.2. Self-Billing
9.2.1. Most invoices can now be automatically accepted in Relay by opening the ‘Payments’ page. Where
manual invoices need to be submitted, please follow the steps below.

9.2.2. Trips accepted and completed through Relay will populate under ‘Draft invoices’. Clicking
‘Approve’ will submit the auto genlerated invoice to Amazon for approval and payment.
9.2.3. You can also download a PDF copy of the invoice for your records.
9.2.4. Approved invoices will populated under ‘Invoices’.
9.2.5. Approved invoices will be paid within 30 days from the date you click ‘Approve’, even if a dispute
is raised. Disputes should be raised by raising a case in Relay in the usual manner.

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9.2.6. Where accessorial charges are to be applied, a manual invoice will need to be raised. See below
for details on the accessorial charge process.

9.3. Invoice submission process

9.3.1. You will have to submit two documents to Amazon to ensure your invoices are paid correctly and
on time, your standard invoice in PDF format and, the Excel Invoice (attached to your onboarding
completion email). Both of these documents should be submitted in one email at the same time.

9.4. PDF Invoice Submission

9.4.1. Whilst there is no set format for the PDF invoice, in order for it to be successfully processed at our
end, it must contain the following information at a minimum:
9.4.1.1. Supplier’s name, address and VAT registration number
9.4.1.2. Amazon entity's name and address
9.4.1.3. Date of issue of invoice
9.4.1.4. Invoice number
9.4.1.5. Line Item level details of services supplied
9.4.1.6. Date when service was supplied
9.4.1.7. The total VAT payable
9.4.1.8. The consideration exclusive of VAT
9.4.1.9. The VAT rate(s) applied
9.4.1.10. Shipments at line level with net amount and VAT %
9.4.1.11. A summary of the taxable amount per rate, or the line level VAT amount charged.
9.4.1.12. Any discounts applicable
9.4.1.13. Cross border service must only be at the 0% VAT Rate + reverse charge wording
9.4.1.14. The currency used
9.4.1.15. The invoice should be submitted in local currency. If the vendor submits the invoice in non-
local currency then the total VAT must be noted in local currency
9.4.1.16. For each description, the quantity of the goods or the extent of the services, and the rate
of VAT and the amount payable, excluding VAT
9.4.1.17. The gross total amount payable, excluding VAT

9.4.2. Please note that only one PDF should be sent per week - all loads finalised that week should be
included in one PDF file.

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9.4.3. The invoicing addresses are listed below, please invoice per the location of your company:

9.4.3.1. Address for UK:

AMAZON EU SARL, UK BRANCH

1 Principal Place
Worship Street
London, EC2A 2FA
United Kingdom
VAT ID: GB 727255821

Any invoices sent to the UK address must be in GBP. Invoices addressed to the UK office
should be sent to afxeu-invoices@amazon.com.

Invoices addressed to any non-UK office (i.e. any of the following addresses) should be sent to
afxde-invoices@amazon.com.

9.4.3.2. Address for Italy:

AMAZON EU SARL, Succursale Italiana

Viale Monte Grappa 3/5
20124 Milano
Italia
VAT# IT08973230967

9.4.3.3. Address for France:

Amazon EU SARL, succursale française

67 Boulevard du Général Leclerc
92110 Clichy
France
VAT #FR12487773327

9.4.3.4. Address for Spain:

Amazon EU SARL, SUCURSAL EN ESPAÑA

Calle de Ramírez de Prado 5,
28045 Madrid

VAT#ES W0184081H

9.4.3.5. For all other locations please use the address below:

AMAZON EU SARL
NIEDERLASSUNG DEUTSCHLAND
MARCEL BREUER STR12
80807 MUNCHEN
GERMANY
DE814584193

Invoices addressed to any non-UK office should be sent to afxde-invoices@amazon.com

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9.5. Excel Invoice Submission
9.5.1. The Excel sheet attached to your original onboarding email (please reach out to your carrier
manager if you need another copy sent) is used by Amazon in the invoice approval processes,
therefore it must be completed and submitted. If the Excel invoice not being correctly completed or
presenting a mismatch with the PDF invoice, it will not be processed and the carrier will be required
to invoice again.

9.5.2. In order to minimize the likelihood of errors when processing the invoice, and the amount of data
to be sent, the Excel invoice must contain all the below information
9.5.2.1. Currency Code: eg GBP/EUR
9.5.2.2. Invoice number: A unique number generated from Carrier side. Carrier will be paid for the
services provided to Amazon based on this invoice number.
9.5.2.3. Invoice Date: Date on which carrier is sending the invoice to Amazon.
9.5.2.4. SCAC: Standard Carrier Alpha Code - the unique code assigned to you by AFX. Please see you
onboarding email. If you are not sure of your SCAC, please get in touch with your Carrier
Manager.
9.5.2.5. VRID: Vehicle Run Identification. VRID or Load Id is a unique alpha numeric code generated
by Amazon for tracking the line haul services. It is mandatory to provide VRID information for
Amazon loads.
9.5.2.6. Origin: Start of the trip location (please use the Amazon building code).
9.5.2.7. Destination: End of the trip location (please use the Amazon building code).
9.5.2.8. Charge code: Different “charge codes” are used depending on what type of cost is being
invoiced. The relevant charge code list will be shared by your carrier manager at Amazon. The
most common codes can be found in the table below. Please only submit invoices once all
charges have been approved by Amazon AFX. Cancellation fees (CAA) are processed from
Amazon’s side, whereas the Carrier must directly make a demurrage request via Relay and await
approval from Amazon AFX before submitting the corresponding invoice. If any of the charges
listed in the invoice have not been approved, it may lead to rejection of the entire invoice. (See
below for more details on accessorial charges).

EU LH Charge Codes EDI

Base rate BAS
Cancellation CAA
Driver detention at loading DTL
Driver detention at unloading DTU
VAT VAT

9.5.2.8.1. Cancellation: Whenever a load is cancelled and cancellation fee is applicable.

9.5.2.8.2. Driver Detention at loading: if the load is detained for more than agreed time at
shipping facility.
9.5.2.8.3. Driver detention at unloading: If the load is detained for more than agree time at
receiving facility.
9.5.2.8.4. Base Rate: All in charge agreed by Amazon operations for running the load.

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9.5.2.9. Amount: amount of each charge code applicable to a VRID.

VRID Charge Code Amount

V1 BAS 250
V2 BAS 278.85

9.5.2.10. VAT%: VAT percentage applicable on the charge codes as instructed by the Government.
9.5.2.11. VAT amount: amount to be levied on any charge code as VAT.

VAT
VRID Charge Code Amount VAT%
Amount
V1 BAS 250 17 42.5
V2 BAS 278.85 17 47.40
V2 DTL 29.56 17 5.03

9.5.2.12. Total: Sum of the Amount and VAT amount. e.g. for V1 , total = 250 +42.5 = 292.5

9.6. Credit notes

9.6.1. In the case of a credit note being issued, please proceed using the same format as the normal
invoicing process, meaning that we are expecting the carrier to provide:
9.6.1.1. A pdf credit note
9.6.1.2. An Excel credit note (following the exact same format and requirement than the normal
Excel invoices, only with negative amounts)

9.7. Documents submission deadlines

9.7.1. Carriers are expected to invoice Amazon weekly for the preceding week of service. E.g. for any
loads carried out, closed and completed this week, the invoice should be sent to us the following
Monday. In the case of a different invoicing frequency having been agreed, the carrier still has to
provide a provisional Excel invoice (pertaining to the previous week of trucking activities) on
Monday morning.

9.7.2. Weekly Excel invoices must be sent to the appropriate email address by Monday morning at 10am
(GMT/BST for UK addresses and CET for EU addresses) for the preceding week of trucking.

9.7.3. If a mistake is made when sending the first invoice, please note that there will be a 48 hour
(business hours) grace period in which the corrected invoice may be re-submitted for approval and
processing. Please note that if the correction is not made and submitted within the 48 hours
(business hours) period, this may cause a delay in processing your invoice and ultimately delay
payment.

9.7.4. Please note that Amazon’s Standard Week run from Sunday to Saturday, included.

9.8. Accessorial Charges

9.8.1. Accessorial charges are payable by Amazon when cancelled loads and waiting/detention times
cross certain thresholds. See the matrix for details.
9.8.2. Steps below outline events to be followed for detention and waiting. For Cancellation events see
below.

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9.8.3. Where a carriers vehicle is delayed for any reason, either on-site or en-route, a case should be
opened immediately to ask for assistance in clearing blockers and to make Amazon aware.
9.8.4. A second case should be opened to request approval for the relevant accessorial charges. Without
both cases to reference your charges may not get paid and approved. Cases should be raised
through Relay selecting ‘Other Issues’ as the Topic.
9.8.5. The following details should be entered into the main body of the case:
9.8.5.1. Charge Amount: This the time your vehicle was delayed for in whole hours only. E.g if the
delay was 5 hrs 20 mins. Please state the waiting time as 6 hours.
9.8.5.2. Charge Code: Must contain only Amazon approved charge codes as shown in the table
below:

Charge Description
Code
Driver and trailer are immobilized at the FC for loading
DTL for less than 24h in total
Driver and trailer are immobilized at the FC for
DTU unloading for less than 24h in total

9.8.5.3. Location: Enter the location code where accessorial occurred.

9.8.5.4. SCAC: SCAC which had been assigned to pick-up the load.
9.8.5.5. VRID: VRID of the Trip.
9.8.5.6. Attach any supporting document you have to help with resolution.
9.8.5.7. You must copy the email eu-roc-accessorial@amazon.com to ensure that your request is
seen by the correct team.
9.8.6. If Amazon agrees with the charges you will get an email confirming the amount of demurrage to
be paid. You should then include this in your weekly manual invoice.

9.8.7. Expectations from Carriers when submitting accessorial charge requests.

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

9.8.8. Cancellation events in the case of Self-Billing loads are submitted and paid automatically according
to the table. Where Self-Billing is not applicable no case needs to be raised, but an manual invoice
for the cancelled load will need to be submitted following the steps above, using the charge code
CAA and entering the correct percentage of the load charge as outlined in the table.

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9.9. Scenarios where waiting charges are applicable.

9.9.1.

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.
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

9.9.2. 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

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9.10. Accessorial charge matrix
9.10.1.

ACCESSORIALS CHARGES Amazon - Loads Accessorial

Charge/Description Charge Amounts Terms/Definitions
Cancellation (Truck Ordered Not Used – TONU)
< 4 hours to Scheduled Pickup <300km haul – 50% of freight charges Applies when a scheduled load is
booked cancelled within these stated time
>300km haul – 75% of freight charges frames. Does not apply if a similar
booked replacement load is provided. Verbal
approvals from the L6 must be obtained
to go over this amount.
4 – 8 hours 35%
8 – 12 hours 20%
>12 hours 0%
Within 30 minutes of booking 0%
(Scheduled or Ad-Hoc)
MAX CAP <300 km at 300 GBP/EUR
>300 km at 600 GBP/EUR (single driver)
>300 km at 800 GBP/EUR for team driver
Waiting Charges - Demurrage
Driver/Truck Detention at Shipper 0-2 hours: EUR/GBP 0 Detention time begins at the scheduled
(Amazon or external) >2 hours: 30 €/hour or 30 GBP/hour arrival time. Date, In/Out times must be
Max Cap: 240 €/day or 240 GBP/day written on bills and load must have a
note entered by Amazon Carrier
Management Team. No detention paid
for late arrivals.
Driver/Truck Detention at Receiver 0-2 hours: EUR/GBP 0 Detention time begins at the scheduled
(Amazon or external) >2 hours: 30 €/hour or 30 GBP/hour arrival time. Date, In/Out times must be
Max Cap: 240 €/day or 240 GBP/day written on bills and load must have a
note entered by Amazon Carrier
Management Team. No detention paid
for late arrivals.

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