Amazon Inbound US Prepaid Carrier Manual

Overview

Carrier partners are crucial to Amazon's goal of being the most customer-centric company. This manual outlines the requirements, policies, and expectations for Inbound Prepaid carriers to ensure a highly efficient experience that meets the business needs of both Amazon and its partners. Key performance metrics evaluated include Scheduling First Pass Yield (FPY), Appointment Reschedules, Appointment Cancellations, No Call/No Show (NCNS), Trailer Seal Compliance, and On-Time Arrival (OTA). This manual is intended to enhance operations, improve performance, consistency, and the carrier experience, and all carriers are expected to adhere to it in its entirety. It will be updated regularly and does not supersede any official documents or contractual terms.

Summary of Change

This section will inform carriers of changes made to the manual during each update. Amazon encourages feedback via email to theypaycarriermanual@amazon.com to improve processes. Major additions/changes since the last update are highlighted throughout the manual. As of July 2025, an email alias has been added to request Proof of Delivery (POD).

Key Definitions

• Bill of Lading ("BOL" or "BL"): A legal document issued by a carrier to a shipper, detailing goods, origin, destination, shipper, carrier, and consignee information. It serves as evidence of contract, receipt of goods, and document of legal title.
• Carrier: The party responsible for moving cargo.
• Carrier Management Specialist ("CMS"): A contact person for the carrier onboarding program.
• Carrier Requested Delivery Date ("CRDD" or "RDD"): The earliest date and time a carrier can physically deliver to an Amazon facility.
• Consignee ("Amazon"): The party designated to receive the shipment.
• Delivery Receipt Manifest ("DRM"): Documents delivery details like shipper, receiver, cargo count/weight, origin, and destination.
• Electronic POD ("ePOD"): Confirms delivery of an appointment described on the BOL. Content inspection is not yet complete.
• Fulfillment Center ("FC"): An Amazon facility for inbound shipments before inventory is transitioned to customer shipments.
• First Pass Yield ("FPY"): The percentage of appointments successfully delivered as originally scheduled without reschedules or cancellations. FPYcc is Carrier Controllable FPY.
• Holidays: Recognized US holidays include New Year's Day, MLK Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. Contact ait-ib-scheduling@amazon.com for non-US holidays.
• Inbound Shipment Appointment ("ISA"): Confirmation number for an inbound delivery appointment.
• Inbound Shipment Delivery ("ISD"): Represents a shipment from one vendor to one Distribution Center (DC), typically equating to one BOL or pro delivered on a trailer.
• Inbound Crossdock ("IXD"): A facility where inbound shipments are received for consolidation and shipment to final destinations.
• Less-Than-Truckload ("LTL"): Shipments not requiring a full trailer, typically less than 50% of a 53 ft trailer, and must be palletized.
• No Call No Show ("NCNS"): A scheduled appointment that is not utilized by the carrier.
• Progressive Number ("PRO"): A number assigned by the carrier to identify and track a specific order.
• Purchase Order ("PO"): Used by customers like Amazon to procure and track materials from suppliers.
• Prepaid ("TheyPay"): The consignor (Shipper) pays the freight charges.
• Refusals: Shipments subject to refusal if unloading or content verification is unsafe.
• Scheduled Arrival Time ("SAT"): The date and time the carrier is expected to check in at the site gate.
• Shipper ("Vendor" or "Seller"): The party supplying the inventory being transported.
• Standard Carrier Alpha Code ("SCAC"): A unique code identifying transportation companies, obtained from NMFTA.
• Seal: A device affixed to container/trailer doors to evidence tampering or intrusion and secure closed doors.
• Secured Yard: A fully fenced yard with monitored entrance/exit points and 24/7 remote monitoring.
• Transportation Operations Management ("TOM" or "TOM team"): Central management team supporting FC operations and yard management.
• On-Time Arrival ("OTA"): Metric measured against Carrier Performance, requiring arrival within 30 minutes before or after SAT.
• Warning and Suspension Program ("WASP"): Monitors carrier performance, issuing warnings and suspensions. Contact ait-wasp@amazon.com for questions.
• Proof of Delivery ("POD"): Confirms arrival and successful delivery to the intended recipient.
• Truckload ("TL"): Loads picked up at one origin site as a full trailer, transported via linehaul to an Amazon facility.

General Information

Driver Safety

Carriers must ensure driver safety and welfare, including adherence to regulations regarding rest. Amazon loads entering and exiting yards are monitored, and proper agents must pull loads from secure yards.

High Value Loads

For high/highest value loads, team drivers are required, with at least one driver remaining with the load at all times. Tractors must have GPS tracking and provide electronic updates. No stops are allowed within 200 miles of pick-up or delivery. Unattended trailers must be parked in a secure yard.

FC Check-In Security/Safety

• Check-ins are conducted at the guard shack with the driver in their truck. Drivers must not leave their truck unattended or approach the guard shack on foot.
• Amazon personnel will not approach drivers outside an Amazon facility or request they leave their truck unattended.
• Drivers encountering individuals claiming to be Amazon employees outside a facility should remain in their truck until inside the Amazon yard and follow safety protocols.
• Carriers must adhere to Amazon yard rules and maintain a professional attitude.
• Any damage to drivers, property, or Amazon property must be reported immediately.

Delivery

• Standard unloading free time for LIVE loads is 2 hours per appointment.
• One (1) ISA is permitted per trailer. Multiple ISAs for the same site on one trailer will result in others being deleted for NCNS. Add freight to the original ISA, do not create a new one.
• Amazon freight must be clearly marked. Non-Amazon freight must be clearly separated.
• For trailers with freight for multiple Amazon FCs, clearly separate and mark freight for each site.
• All TheyPay loads are LIVE unloads. Drivers must remain until the trailer is unloaded and released. TheyPay freight cannot be dropped at any Amazon FC.

Yard Safety

Failure to follow yard rules may result in driver escalation and banning from Amazon yards. Key rules include:

1. Connect only to trailers with a GREEN exterior dock light.
2. DO NOT hook to trailers with a RED dock light.
3. Drivers must wear a safety vest and closed-toe shoes in the yard.
4. Drivers are responsible for opening/closing side-hinged trailer doors and removing locks if present. Drivers should not cut their own seals.
5. Drivers must surrender keys for box trucks to be unloaded by Amazon personnel.
6. Drivers must wait for direction before hooking to a trailer and must unhook the tractor at least 6 ft away after docking.
7. Drivers should wait in the driver area or their cab, at least 6 ft away from trailers.
8. No idling or smoking in the trailer yard unless in a designated area.
9. 28 ft or less trailers require 2 jack stands; Amazon personnel place/remove them.
10. Trailers not engaging to the dock lock will have a glad lock or king pin applied by Amazon personnel.
11. Drivers are responsible for placing and removing wheel chocks.
12. Follow all site-specific safety rules.
13. In case of emergency or severe weather, follow Amazon personnel instructions.

Seal Compliance

• All loads must be secured with an ISO 17712 compliant seal. Seals should be strong, durable, easy to apply, and uniquely marked.
• RFID seals are preferred for easier check-in via Amazon cameras.
• TL shipments over 250 miles require a high-security bolt seal, with the number noted on the BOL.
• LTL carriers must seal trailers after consolidation and notate seal numbers on BOLs/DRMs before delivery.
• Drivers must not cut seals en route or upon arrival. Amazon's TOM teams remove seals.
• Disputes regarding seal non-compliance can be emailed to seal-carrier-disputes@amazon.com.

Empty Trailer Tow Policy

Dwelling empty trailers (not owned or rented by Amazon with no clear removal mechanism) may be towed. The TOM team will notify the driver. If not removed within 72 hours, escalation occurs. If still not removed within 48 hours of escalation (5 days total), Amazon may tow the trailer, with the carrier notified of towing details.

Trailer Quality

• Vehicle floors must support a 13-foot, 6-inch powered industrial truck.
• Floors must be well-maintained, safe, free from obstructions and damage.
• Trailers with uneven or corrugated floors (e.g., refrigerated trailers) are discouraged. Product in such trailers must be palletized; non-palletized product will be refused.
• Securing straps must not hang freely and must be fixed to prevent hazards.
• Load bars, tension straps, or air pillows are required for double-stacked pallets or large voids.
• Load bars or tension straps must secure the final pallets to prevent freight from falling.
• Vehicles must be watertight, clean, and free of strong odors, especially for food and healthcare products.

Trailer Types

Common trailer types include non-skirted 53' trailers, skirted 53' trailers, 53' intermodal (rail) trailers, box trucks, 26' Pup Trailers, and 26' Skirted Pup Trailers.

Palletized Loads

• Carriers transport Full Truckload (FTL) or Less-than-Truckload (LTL) shipments.
• Pallets should be marked with Amazon load information.
• FTL shipments have a maximum weight of 40,000 lbs and volume of 3,500 cubic feet, allowing for 30 single-stacked or 60 double-stacked pallets.
• Non-Amazon freight must be clearly separated and positioned closest to the rear trailer doors for unloading.
• Double-stacked pallets should be accessible from the same side by forklift. Maintain 6" clearance from the container ceiling and trailer rear for dock plate engagement.
• Maintain 6" clearance on trailer sides and center lines for clamp truck maneuverability. Corrugate shims are required in side gaps.
• Use standard wooden pallets (ISO specifications, GMA grade A or B, 40"x48" footprint, slats <5" apart).
• LTL pallets must be loaded straight with level labels facing the trailer's rear doors.

Palletized Loads (cont.)

• For optimal space, build pallets 49" tall (44" inventory + 5" pallet).
• Non-stackable pallets can be built up to 104" tall (99" inventory + 5" pallet).
• Stackable pallets must be stable, straight, and weigh no more than 1,500 lbs, with the heaviest at the bottom.
• Certain items (e.g., paper products, pressurized cans) are not clampable. Clampable pallets no longer require slip sheets.
• Non-stackable & Non-clampable pallets can be built up to 72" tall (67" inventory + 5" pallet).

Floor Loads

• Floor-loaded freight consists of unpalletized stacked cartons or heavy/bulky items, unloaded by hand.
• Floor load freight should only be in containers at least 96" tall.
• Maintain stability between stacked cartons and container walls.
• Floor-loaded shipments must be secured with load bars and tension straps.
• Trailers must be clearly labeled, and appointments created as clampable or non-clampable (hand unloaded).
• Stack boxes in an alternating pattern (T-stacked) for stability. Do not bundle boxes with straps or ties.

Floor Loads (cont.)

• Clamp truck guidelines: Products >50 lbs must be clampable and <78" wide.
• Cartons in clampable floor loads must be wrapped tightly, in stacks no more than 40" wide, 48" long, and 96" tall.
• Orient shipments for clamping without rearrangement.
• Align tiers uniformly for safe clamping on all sides. Varying tier heights are accepted.
• Leave 6" between freight stacks and the trailer's center line for clamp truck maneuverability.

Refusals

Shipments may be refused if unloading or content verification is unsafe. The site will provide a refusal case number for the carrier to address issues. Amazon internal teams will add the carrier to the case for correspondence. Only the Amazon Refusals team can advise on refusal cases. The BOL will be returned with the refusal case and reason. Drivers must remove refused trailers from the yard. Trailers with uneven or corrugated floors are discouraged but acceptable if product is palletized; non-palletized product on such floors will be refused. Shipments must be loaded to prevent shifting.

Valid Freight Refusals

1. Non-Amazon Product in front of Amazon Product.
2. Trailer damage making it unsafe to enter or unload.
3. Carrier arrives without an ISA or VRID.
4. TheyPay carrier arrives with no BOL.
5. Load Type Mismatch (configuration or BOL/PO information does not match appointment).
6. Pallet Build not in alignment with Vendor Manual (e.g., single stack >72" and not clampable, >2 pallets stacked, double stacked >104", clampable stack >104").
7. Unsafe to Unload (improperly wrapped pallets, fallen pallets, leaning pallets, clampable stack with <6" side clearance).
8. Damaged Freight (for TheyPay only: leave all damaged cartons on trailer).

Bill of Ladings

Sample Bill of Lading (BOL)

Requirements

Federal Motor Carrier Safety Administration (FMCSA) requires the following on a BOL:

• Legal or trade name of the Shipper.
• Legal or trade name of the Consignee.
• Origin name and address.
• Destination name and address.
• Quantity of cargo.
• Description of freight.
• Weight, volume, or measurement of freight.

Amazon policy also requires:

• Bill of Lading Number.
• Carrier Name.
• Trailer number.
• Seal Number.
• SCAC.
• PRO.
• Freight Charge Terms ("Prepaid" for TheyPay freight).
• Customer order information (Amazon's PO).

Note: Handwritten BOLs may lead to load refusal, with the seal number being an exception.

BOL Process

1. Before departing the yard, the driver enters the driver cage inside the FC.
2. The driver provides BOL copies to the cage attendant.
3. The attendant verifies POs against ISA data and provides a signed/stamped BOL to the driver.

Note: Drivers need a physical BOL copy for delivery attempts.

ePOD

Carriers can verify delivery and view the ePOD in Carrier Central once the ISA is marked "Arrived". BOL and PRO numbers must be accurate when submitting appointment requests. The ePOD confirms delivery but not the quality or quantity of contents.

Note: If an ISA is deleted, ePOD cannot be used for proof of delivery.

Carrier Central

Account Creation

All inbound freight deliveries (excluding Small Parcel) require an appointment made via Amazon's Carrier Central site. Established carriers can add new users who must apply with valid carrier information. Prepaid carriers must register and request an account at carriercentral.amazon.com. It is recommended to have a representative with Carrier Central access on each shift. Carriers must create appointments with confidence in their ability to deliver as scheduled.

New Account Requests

Prepaid carriers must meet verifiable requirements before onboarding. Account requests are denied for providing false information, failing to respond to verifications, being suspended from Amazon Relay, or if USDOT company name does not match the request.

USDOT Requirements

• USDOT Status: "Active" or "Authorized".
• Minimum 180 days tenure.
• Operating Authority Status: "Authorized".
• Cargo Carried: Must include "General Freight".

SCAC Requirements

SCAC assigned by NMFTA must be owned by the carrier, "Active", and associated with a USDOT number. The email on the request must be linked to the company name; personal emails are not allowed.

New Carrier Onboarding

All new carriers must attend an Onboarding Program workshop. A Carrier Management Specialist (CMS) will be assigned after email verification to schedule a mandatory Chime call. Missing this call results in denial; three missed calls incur a 90-day reapplication wait. The 4-week onboarding requires achieving an 80% FPY and maintaining a 5% NCNS rate. Carriers receive Carrier Central access after the initial meeting. Performance is monitored via Carrier Central. If FPY drops below 70% or NCNS exceeds 5%, a coaching call is scheduled. Accounts are denied if FPY is below 80% or NCNS is above 5% at the end of onboarding. Reapplication requires waiting periods (60 days for first/second attempt, 90 days for third). Accounts are denied if no appointments are created within 4 weeks. Suspended carriers eligible for reinstatement must complete this program. Onboarding team hours are Monday-Friday 0600-1630 (AZ time), Saturday 0600-1430 (AZ time), and Sunday 0830-1700 (AZ time).

Performance

Carrier delivery performance is measured by three primary metrics:

• First Pass Yield ("FPY"): Measures successfully delivered appointments as originally scheduled. Defects are attributed to the first party making a change. The 72-hr rule for reschedules/cancellations no longer applies.
• On Time Arrival ("OTA"): Calculates the percentage of appointments arriving "on time" (within +/-30 minutes of SAT for LIVE loads, or within the drop window for Drops).
• No-Call/No-Show ("NCNS"): Calculates the percentage of scheduled deliveries that do not occur or occur after SAT+60 minutes.

Carrier Central accounts inactive for 90 days may be deactivated.

Performance Thresholds

Thresholds are based on weighted trend performance over a trailing 8-week period:

• Carrier Controllable First Pass Yield ("FPYCC"): Measures appointments delivered without change to the 1st SAT, excluding Amazon-controllable failures.
• No-Call/No-Show ("NCNS"): Scheduled deliveries not occurring or occurring after SAT+60 min. Carriers are responsible for appointment management.
• USDOT Tenure: Minimum requirements set by Amazon Relay (180 days), including carrier minimum vehicle inspections.

Carrier Compliance

• SCAC codes must remain active to avoid Carrier Central account deactivation. Expired SCAC codes require renewal with NMFTA.
• Delivery performance requires an average 8-week FPYcc rate above 70.0% and NCNS rate below 8.5%. Failure to meet thresholds may result in suspension of Carrier Central appointment requests.
• USDOT status must remain active ("Auth for Hire", "General Freight"). "OUT OF SERVICE", Inactive, or Not Authorized status will deactivate the account. Carriers with Intrastate operations can only create ISAs within their legal domain state.
• Failure to respond to performance discussions or attend scheduled calls may result in account deactivation.

Suspensions

Suspension periods under WASP v2.0:

• 1st Offense: 60 days
• 2nd Offense: 180 days
• 3rd Offense: 1 year

Suspended carriers must complete an Onboarding Reinstatement Program post-suspension.

Prepaid Carrier List

About

The Prepaid Carrier List provides selling partners ("Shippers") with visibility into carrier options for delivering to Amazon's fulfillment network, aiming to improve delivery success and shipper experiences. The list uses objective performance data on carriers with recent deliveries to Amazon, sorted by volume and metrics.

Key Points

• The list surfaces objective performance data to help Shippers make informed decisions.
• It focuses on US-based carriers with over 10 deliveries per week in the trailing 8 weeks.
• Carriers can use the list to benchmark performance and identify areas for improvement (scheduling accuracy, FPY, NCNS, OTA).
• The list is not exhaustive; Shippers may choose carriers not included.
• This is an iterative process, with ongoing feedback collection to enhance the list and carrier management.

Defect Disputes

Performance Disputes

Carriers can dispute defects visible on their account. Submit disputes via email to ibdp-defect-disputes@amazon.com with SCAC code, ISA, site code, and defect description in the subject line. Each case must be for a single ISA. For NCNS, provide a signed/stamped POD. If no POD, include trailer number and license plate. For Shipper-Caused reschedules/cancellations, email prepaid-scdisputes@amazon.com with seller/vendor information and documentation. Disputes must be raised within 7 days of the Carrier Central Performance Dashboard update (Monday nights). Dispute team hours are Sunday-Friday 0600-1630.

PO Issues

PO Used Too Many Times

If an error message "PO has been used too many times" appears in Carrier Central, contact the scheduling team at ipex-ib-po-issues@amazon.com. Include a screenshot of the shipment information and error message. A template will be provided for appointment creation.

FAQ

• Where can I get a POD? Email TheyPay-gl-pod-requests@amazon.com.
• Can you create this appointment for me? All appointments are created by carriers at carriercentral.amazon.com. Apply for an account if you do not have one. Refer to suspension emails for reinstatement eligibility or Low Volume Program emails for deactivated accounts.
• Why do I need to reschedule when I edit the PO's? Changes to CRDD, load type, clampable field, or significant changes in quantity (pallets +/-7, cartons/units +/-100%) will put the ISA in pending status for rescheduling.
• Can I make changes to my account? Carrier Central accounts cannot be edited. Submit a new request with the correct information.
• Why was my ISA deleted for duplication? Duplicate deletions occur due to cancelled POs, POs received in full, past vendor ship dates, or system determination of non-arrival based on historical carrier behavior. Verify shipment information and resubmit if accurate.
• If I pull my appointment into an earlier date, will performance be affected? No. Pulling an appointment earlier does not affect performance. Pushing it to a later date does.
• Who can I notify if my truck will be late? Email noc-na-ib-late-trucks@amazon.com. Carriers can reschedule up to 6 hours via Carrier Central. If no slots are available, schedule for the next available time. The scheduling team has the same view and cannot assist if no slots are open.
• Can I add someone else to my Carrier Central account? Established carriers can add users by applying at carriercentral.amazon.com. New carriers have one account per onboarding program; additional users reapply after onboarding.
• Can you reschedule this appointment? Carriers reschedule via Carrier Central, which shows available time slots. If no earlier slots are available, reschedule for the next available time. For escalations, email toc-ib-na-scheduling@amazon.com or ait-ib-scheduling@amazon.com.
• Where can I send disputes? Send all appointment defect disputes with details to ibdp-defect-disputes@amazon.com, including PODs or documentation. Site code and ISA should be in the subject line. Each case must be for one ISA and dispute.
• When can I get my account back after suspension? Suspension periods vary. After the suspension, send a detailed company plan to improve performance and reduce defects to aitwasp@amazon.com for review.
• Can I load multiple ISA's on one trailer? No. Amazon standard is one ISA per trailer. Adding freight to a preloaded trailer requires adding it to the existing ISA or it's subject to refusal and potential NCNS deletion.
• If I have a RELAY account, can I edit those appointments through Carrier Central? No. RELAY and Carrier Central are separate. RELAY loads are not visible in Carrier Central, and vice versa. Creating Carrier Central appointments for RELAY loads will lead to removal from Carrier Central.
• My RELAY account has been suspended. Can I get a Carrier Central account? No. Carriers suspended from RELAY are not eligible for Carrier Central accounts. Address suspensions directly with the RELAY team.
• Can I change the shipment information once the appointment is created? Freight can be added after appointment creation. If this triggers a reschedule, it may affect FPYcc. Accurate shipment information should be added at ISA creation to avoid future defects.