Amazon Carrier Central User Manual

Introduction

Carrier Central is the primary portal for carriers to view and request appointments to any of Amazon's fulfillment centers. Carriers enter the details of the appointment including PO(s), pallet count, and delivery location, as well as a requested delivery date. Amazon then grants the suggested appointment time if possible or schedules to the next best available day or time. The link to Carrier Central is: https://carriercentral.amazon.com

Requesting an Account

You can request an account by accessing the website and following the simple steps below:

• Click on the link "Create your Amazon account".

Account Creation Prompt: A screen appears prompting the user to create an account. It includes fields for 'Your name', 'Email', 'Password' (with minimum character requirement), and 'Re-enter password', followed by a 'Create your Amazon account' button. It also mentions agreeing to Amazon's Conditions of Use and Privacy Notice, and provides a link to 'Sign in' if an account already exists.

Fill in the following details:

• Account type: Carrier/Seller delivering freight or Amazon Vendor account.
• Standard Carrier Alpha Code (SCAC): Unique two-to-four-letter code used to identify transportation companies.
• Contact Email: It is strongly suggested to use an email alias or distribution email instead of a personal email in order to improve communication.
• Purchase order Id: Amazon purchase order (Letters and numbers) provided as part of shipment.
• Fulfillment Center (FC) for purchase order: Amazon location where the freight associated to the PO will be delivered (e.g., ABE2, MDW2).

Logging into the Website

Once the account is created, carriers can log in to the website with their username and password.

Login Screen: The login screen displays the Amazon logo and fields for 'Email (phone for mobile accounts)' and 'Password'. It includes options like 'Forgot your password?', 'Sign in', 'Keep me signed in', and a link to 'Create your Amazon account'.

Menu Options

Once logged into the website, the top of the page provides a set of menu options:

• Request: For requesting new appointments.
• Search: Search past appointments requested.
• Account: View/Edit current account information.

Submitting an Appointment Request

Upon reaching the "Request" screen, provide all the details of the freight as described below and the requested date and time (CRDD) for the appointment. For uploading multiple shipments, refer to the "Bulk shipment upload" section.

Appointment Request Screen: This screen allows users to input appointment information. Key fields include Destination FC, Freight Type, Load Type, Is Freight Clampable, Trailer Number, Carrier Requested Delivery Date (with date, hour, minute selectors), ARN, PRO, BOL, Pallet Count, Carton Count, Unit Count, and PO List. It also features buttons for adding shipments, browsing files, clearing fields, and submitting the request. Information about FC operating hours is also displayed.

Appointment Details Fields:

After filling all the details, click on the submit button. Once the request for an appointment is submitted to Amazon, you will receive a message that the appointment request has been registered (but not confirmed/scheduled in the system). After verification by the system, the request will be scheduled, and the actual appointment details will be communicated through the requestor's email address.

Important Note: You will receive an acknowledgement of the request immediately from the portal. However, you will have to wait for confirmation on the appointment. The confirmation email is shown in Appendix 2. You can check the status of the appointment in the portal itself; the status will change from "Pending confirmation" to "Confirmed" once the appointment is confirmed.

Bulk Shipment Upload

Instead of manually entering shipment-level information (PO, BOL, ARN, Pallets, Cartons, etc.) one line at a time, the browse button allows you to upload information to Carrier Central from an Excel spreadsheet in a single transaction.

Bulk Shipment Upload Interface: The screen shows fields similar to the single submission, with an added "Browse..." button to select a file for uploading multiple shipments.

After entering the applicable information into the spreadsheet (example shown in Picture 7), you can upload it to the Carrier Central website. Each shipment will appear on a new line within the appointment field, allowing for corrections, removals, or additions.

Helpful Hints:

• Make sure to save your Excel file in .csv format.
• The size of the file should not exceed 2MB.
• Do not enter shipments for multiple trucks on the same spreadsheet.

Please use the given bulk upload template file for uploading multiple shipments.

Bulk Shipment Spreadsheet Template: An Excel spreadsheet template is provided with columns for ARN, PRO #, BOL #, Pallet Count, Carton Count, Unit Count, and PO List.

The portal asks for confirmation that the data provided is correct for the appointment sought. Please verify again and click "Submit" to confirm the appointment.

Reviewing Appointments

You can view past appointments by clicking on the "Search Appointments" option in the menu screen. This option allows you to review details of past appointments and those scheduled with the Fulfillment Center. Leaving search fields blank will include all scheduled appointments.

Search by ISA (Inbound shipment appointment) Number:

ISA Search Interface: An interface is provided with a field to enter the ISA number and a "Submit" button. A note indicates that appointments not created by the user are removed from results.

Enter ISA number; multiple numbers (up to 10) can be entered using a comma as a separator.

Search by Dates:

Date Search Interface: This interface allows searching by various date criteria. Fields include Creation Date, Last Updated Date, Scheduled Arrival Date, and Requested Delivery Date, each with "From" and "To" date input fields, and a "Submit" button.

The following date search criteria can be used:

• Appointment creation date.
• Last updated date.
• Scheduled arrival date (Appointment time).
• Requested delivery date (CRDD).

Search by Shipment ID's

Shipment ID Search Interface: This interface allows searching using shipment identifiers. Fields include Purchase Order, Bill of Lading, Progressive Number, and Amazon Reference Number (ARN), with a "Submit" button.

The following search criteria can be used:

• By Amazon purchase order.
• Bill of lading.
• PRO number.
• Amazon Reference number (ARN).

Editing, Rescheduling and Canceling an Appointment

Carriers have the ability to edit, reschedule, and cancel an appointment using the Carrier Central portal. Available actions include:

• Reschedule and Cancel.
• Add additional shipments (PROs)*.
• Remove shipments (PROs).
• Modify ARN number (applies to Collect shipments only).
• Modify PRO number.
• Modify BOL number.
• Modify PO(s) numbers.
• Modify Load Type.
• Modify Clamp Type.
• Modify Trailer Number Type.
• Increase/Decrease pallet and carton count.
• Request a new appointment for redirected freight.

Note: For LTL shipments, you may not add more than three shipments to an appointment that is in scheduled status (i.e., an appointment with an associated ISA number).

To submit an edit, reschedule, or cancel request, log into your Carrier Central account and search for the appointment. Upon specifying your search criteria, the website displays a list of matching appointments. Locate the Appointment Request ID or Appointment ID (ISA #) and select "Edit". Please be aware that no edits can be made within 1 hour of the scheduled delivery time.

Rescheduling Your Appointment

• Select the 'EDIT' button next to the appointment.
• Enter your updated CRDD (Carrier Requested Delivery Date).
• Select the appropriate reschedule reason code.
• Select the 'SUBMIT' button.

Appointment Re-schedule Screen: This screen shows appointment details like Appointment ID, Destination FC, Freight Type, Load Type, Is Freight Clampable, Trailer Number, and Carrier Requested Delivery Date (with date, hour, minute selectors).

Add a Shipment(s)

• Select the 'EDIT' button next to the appointment.
• Select the 'Add more shipments' link.
• Select the 'SUBMIT' button.

Adding Shipments Interface: Displays existing shipment details and a link/button to "Add more shipments" or "Browse..." for uploading.

Remove a Shipment(s)

• Select the 'EDIT' button next to the appointment.
• Select the 'Remove' button next to the shipment you wish to remove.
• Select the 'SUBMIT' button.

Removing Shipments Interface: Shows existing shipment details with an option to "Remove" each shipment.

Other Modifications and Confirmation

All other appointment modifications can be made by selecting the appropriate choice from the corresponding drop-down menu.

After submitting a request, you will receive an email confirmation that the request was received, followed by a follow-up email informing you of the approval or denial status.

For assistance, please create a case in Case Management or call the Hotline at 866-203-8372.

Updating Account Information

Account information can be edited by selecting account settings under the top menu bar. The contact email listed will be the email address to which all appointment confirmations are sent.

Account Information Edit Screen: This screen displays Account ID, Company Type, Standard Carrier Alpha Code, and Contact Email fields, with a "Submit" button. It also shows language options in the footer.

Managing Errors

If an appointment contains errors, the website will specify the error message within the request itself. Carriers will be notified of errors immediately when data fails validation. For example, if a PO is invalid, the carrier will be prompted to recheck the PO or validate it with the vendor. Correct appointment requests will not generate error messages and will receive an acknowledgement when the data is accurate and valid.

Seeking Support

For support, please call the Hotline at 866-203-8372. If you are an Amazon Contracted Carrier, you may submit a case through case management.

Frequently Asked Questions

How do I handle delayed shipments?

As soon as you are aware that you will miss a confirmed appointment, please follow these guidelines:

• If you know 12 hours in advance or more, please edit the appointment with the updated CRDD at the earliest.
• If the appointment is within 12 hours:
  • Amazon Contracted Carriers: Submit a case via Case Management.
  • Non-Amazon Contracted Carriers: Contact NOC via hotline (1-866-203-8372, Option 1).

What if Appointment Confirmations are delayed?

Please reach out to NOC via Case Management or the Hotline: 866-203-8372 if an appointment has not been granted 24 hours after the request was submitted.

What if I need to add additional shipments?

If you have additional shipments to add to a confirmed appointment, kindly edit the appointment directly. Note that if the additional freight exceeds the FC's capacity, you may receive a different appointment time.

How do I cancel appointments?

If you are no longer executing a delivery or accidentally requested multiple appointments for the same load, you are required to proactively go to Carrier Central and cancel these appointments. Failure to adhere to these guidelines will be monitored as part of your performance.

APPENDIX 1: Dos & Don'ts

Do's:

• Do provide all the POs in the appointment request.
• Do provide the correct ARN, PRO (mandatory), and BOL as required in the portal.
• Please note down the request ID for your reference.
• Do contact the hotline if there is any exception to be handled, such as a change of appointment date/time.
• Do check with the vendor if the website indicates that the PO number is invalid.
• Please wait for the confirmation to your appointment request.
• Do check the status of the appointment in the portal.

Don'ts:

• Do not request an appointment for the same freight through email or through the portal again.
• Do not share your user ID or password to any person.
• Do not mix collect POs with prepaid POs in the same PRO.

APPENDIX 2: Appointment Confirmation Email Sample

This section provides a sample of an appointment confirmation email.

The email typically includes:

• Greeting: "Hello Team, GMP of AMZN,"
• Confirmation details: Appointment with ISA ID [e.g., 5504430062] confirmed at Amazon.com's [Fulfillment Center Name] Fulfillment Center for [Date] [Time] [Timezone].
• Instruction: Please ensure you have the appointment ID ready when you show up for the appointment.
• Driver instruction: Ensure the driver has a printed copy or a soft copy of this email notification which includes the barcode.
• Appointment Summary:
  • Fulfillment Center: [e.g., IND1]
  • Inbound Shipment Appointment (ISA) ID: [e.g., 5504430062]
  • Inbound Shipment Request (ISR) ID: [e.g., 3490]
  • Arrival Date: [e.g., 20-Aug-2014 10:00 EDT]
  • Door: [e.g., 1050000]
  • Trailer Number: [Not specified in sample]
  • Shipments:
    • PRO: [e.g., FRANKGEN8]
    • BOL: [e.g., 000008]
    • Carton count: [e.g., 30]
    • POs: [e.g., M8757091]
• Closing: "Have a great day! Amazon.com Transportation Department"

APPENDIX 3: Appointment Re-Scheduled Email Sample

This section provides a sample of an appointment re-scheduled email.

The email typically includes:

• Greeting: "Hello [Name] on behalf of [Company],"
• Rescheduling details: A confirmed appointment with appointment ID [e.g., 20381013] on [Date] [Time] [Timezone] at Amazon.com's [Fulfillment Center Name] for the shipment has been rescheduled. The new appointment ID is [e.g., 20381013] and the appointment is on [Date] [Time] [Timezone].
• Assistance: If you have additional concerns or need assistance, please reply to this e-mail.
• Appointment Summary:
  • Fulfillment Center: [e.g., SDF1]
  • Inbound Shipment Appointment (ISA) ID: [e.g., 20381013]
  • Arrival Date: [e.g., September 23, 2008 12:30:00 PM EDT]
  • Departure Date: [e.g., September 23, 2008 1:00:00 PM EDT]
  • Door: [e.g., 32.0]
  • Shipments:
    • PRO: [e.g., 838-771393]
    • BOL: [e.g., 126965117]
    • Pallet count: [e.g., 1]
    • Carton count: [e.g., 70]
    • POs: [e.g., L7419309]
• Closing: "Have a great day! Amazon.com Transportation Department"

APPENDIX 4: Appointment Edit Confirmation Email Sample

This section provides a sample of an appointment edit confirmation email.

The email typically includes:

• Greeting: "Hello Team, GMP of AMZN,"
• Request acknowledgement: "We have received your request to edit appointment ISA ([e.g., 147487062]). After the FC reviews your request, you will receive a follow up email notification that will advise you of the status of your request (approve / deny)."
• Assistance: If you have any questions or require assistance with this request, please contact carp-support@amazon.com.
• Appointment Summary:
  • Fulfillment Center: [e.g., IND1]
  • Inbound Shipment Appointment (ISA) ID: [e.g., 147487062]
  • Appointment Date: [e.g., 31-Dec-1969 19:00 EST]
  • Requested Appointment Date: [e.g., 2011-09-27T07:00:00.000-07:00]
  • Door: [e.g., 0.0]
  • Trailer Number:
  • ISR 1823 (old) Shipments:
    • PRO: [e.g., 631641982]
    • BOL: [e.g., 67361912]
    • Pallet count: [e.g., 54]
    • Carton count: [e.g., 56]
    • Unit count: [e.g., 55]
    • POs: [e.g., Q3186909]
  • PRO: [e.g., 27826196391]
  • BOL: [e.g., 583260263]
  • Pallet count: [e.g., 2]
  • Carton count: [e.g., 2]
  • Unit count: [e.g., 2]
  • POs: [e.g., Q3186909]
  • ISR 1824 (new) Shipments:
    • PRO: [e.g., 63164198212]
    • BOL: [e.g., 67361912]
    • Pallet count: [e.g., 60]
    • Carton count: [e.g., 110]
    • Unit count: [e.g., 55]
    • POs: [e.g., Q3186909]
• Closing: "Have a great day!"

APPENDIX 5: Appointment Edit Confirmation Email Sample

This section provides another sample of an appointment edit confirmation email.

The email typically includes:

• Greeting: "Hello Team, GMP of AMZN,"
• Confirmation details: "Your request to edit appointment for ISA [e.g., 147498062] on [Date] [Time] [Timezone] has been confirmed at Amazon.com's [Fulfillment Center Name] Fulfillment Center for the shipment listed below."
• Instruction: "Please make sure you have the appointment ID ready when you show up for the appointment."
• Assistance: "If you have additional concerns or need assistance, please reply-all to this e-mail."
• Appointment Summary:
  • Fulfillment Center: [e.g., IND1]
  • Inbound Shipment Appointment (ISA) ID: [e.g., 147498062]
  • Arrival Date: [e.g., 01-Jan-1970 00:00 EST]
  • Door: [e.g., 1.0]
  • Trailer Number: [Not specified in sample]
  • Shipments:
    • PRO: [e.g., 98632]
    • BOL: [e.g., 63243982387]
    • Carton count: [e.g., 70]
    • POs: [e.g., Q3186909]
• Closing: "Have a great day! Amazon.com Transportation Department"

APPENDIX 6: Appointment Edit Failure Email Sample

This section provides a sample of an appointment edit failure email.

The email typically includes:

• Greeting: "Hello Team, GMP of AMZN,"
• Apology and denial: "Our apologies, but your request to edit appointment ISA ([e.g., 147487062]) has been denied. Please ensure that the details of the original appointment are maintained and you deliver according to what was originally requested."
• Assistance: If you have any questions or require assistance with this request, please contact carp-support@amazon.com.
• Appointment Summary: (Similar structure to Appendix 4, indicating the denied request details)
  • Fulfillment Center: [e.g., IND1]
  • Inbound Shipment Appointment (ISA) ID: [e.g., 147487062]
  • Appointment Date: [e.g., 31-Dec-1969 19:00 EST]
  • Requested Appointment Date: [e.g., 2011-09-27T07:00:00.000-07:00]
  • Door: [e.g., 0.0]
  • Trailer Number:
  • ISR 1823 (old) Shipments: ...
  • ISR 1824 (new) Shipments: ...

APPENDIX 7: Troubleshooting Errors

Error Message 1: PO is Invalid

The website will prompt the user to verify the PO number or validate it with the vendor.

Error Message 2: Shipment #3: PO 'M7XXXXXX' is pre-paid; it should be moved to another line

Description: This message appears whenever a collect PO has been added to a shipment containing Pre-paid POs.

Solution: Enter the Pre-paid POs in the next shipment with another PRO number.

Error Message 3: Shipment #3: PO 'K5XXXXXX' is only valid for 'RNO1' FC

Description: When the destination FC on the appointment request form does not match with the FC to which the PO is designated in our records.

Solution: Please approach the shipper to get the correct details.

Error Message 4: ARN Required or ARN Missing

Description: An ARN is an Amazon Reference Number, which is assigned to Collect Vendors. If you are trying to submit an appointment and are getting a message saying that you need an ARN, you might have a PO that is Collect, which you are not supposed to have. In such case, it is strongly recommended to approach your shipper to have the PO flipped to "pre-paid" so that your request goes through.

Regardless of what the paperwork says, the PO has to show as Collect in Amazon's system, which dictates how appointments are granted. The shipper may have incorrectly labeled the PO as prepaid on the BOL. You will not receive an appointment until the PO has been flipped to pre-paid. We suggest you engage the shipper, who can ask their buyer to flip the PO.