If your Amazon Relay carrier account is suspended, open the notice sent to the business. Check the reason, the date and any instructions for review. Start there, even if a driver has also reported a problem in the app.
This guide covers US carriers. Amazon’s US Relay FAQs list the company requirements and support options. Carriers in other countries should use their local agreement and portal.
Work out what has been blocked
Check whether you can sign in, view the load board, book loads and manage drivers. Save any error messages. A login error may need technical support; a suspension notice needs an answer to the reason given.
Ask whether the problem affects the business or one driver. If other drivers can still haul, investigate the blocked driver’s profile as well as any company message. If the company has received its own suspension notice, address that notice directly.
If the notice names insurance or company documents
Compare the notice with the document on file. Check the legal business name, policy dates, coverage and any gap mentioned. Ask your broker about a discrepancy in the insurance record before describing it as fixed.
Example: the new certificate leaves a question open
Suppose the notice identifies a gap from September 10 to September 12, but your new certificate starts on September 13. The new document may show current coverage. You still need to establish what coverage was in place during the dates Amazon named.
If a document was corrected, keep the earlier and corrected copies with the dates they were sent. Explain what changed. For a company-name change, include the document that connects the old name with the current business.
Make the attachment easy to find. For example, name the policy certificate in the sentence that explains its dates, rather than referring vaguely to “the documents attached.”
If the issue concerns performance
Open the affected loads in the performance dashboard. Amazon’s performance score guide covers arrival times, acceptance of booked loads, use of the Relay app and interruptions during a load. Check which measure the notice concerns.
For each disputed load, put the load number, date, recorded problem and your explanation on one line. Add the relevant support case or document. A reviewer should be able to find the load without searching through a long account of the whole week.
- Late arrival: compare the scheduled time, recorded check-in and any delay reported at the time.
- Rejected load: check who cancelled it and when.
- App usage: ask the driver what happened during the trip and check the recorded steps.
- Repeated problems: look for a shared cause and describe the correction already made.
Amazon’s guide says carriers can dispute performance impacts. Use the option and instructions available in your account. Explain the particular load you want checked and why.
If a driver’s ID or selfie check is involved
Ask the driver for the message and compare it with the company-side profile. Keep the driver’s explanation, the relevant loads and any support reply together. The Relay driver guide explains the selfie and ID checks in more detail.
Changing the assigned driver may solve a staffing problem. It does not answer an outstanding question in a notice sent to the company. Check what Amazon is asking the carrier to explain.
Send a focused request for review
Identify the company and notice, explain the problem and attach the records that answer it. State what you want reviewed. Keep every previous appeal and reply so the next message addresses anything still missing.
Check the deadline and support route in the notice. An uploaded certificate or support acknowledgment is not confirmation that the restriction has been lifted. Verify the company’s current access after a decision.
If completed loads are also unpaid, list the invoices separately and raise the payment question through the relevant account option. Keep a copy of each request. The document checklist can help you organize the full file.