Running loads for Amazon Relay can be a great opportunity for trucking carriers and owner-operators. But success on the platform depends heavily on one key factor: your Amazon Relay performance score. This score isn’t just a number; it directly impacts your ability to get loads, maintain your account standing, and grow your business with Amazon.
Many carriers find managing this score challenging. Unexpected delays, app issues, or confusion about metrics can lead to frustrating dips in performance. If you’re wondering how to understand your score better and take steps to improve it, you’re in the right place. This guide provides clear, actionable advice to help you boost your Amazon Relay performance score.
What Is the Amazon Relay Performance Score?
Think of the Amazon Relay performance score as your reputation within the Amazon network. It’s a system Amazon uses to measure how reliably and effectively you handle the loads you accept. According to Amazon’s official Relay blog, the performance score “reflects a Relay carrier’s last six weeks of work” and serves as a measurement of carrier success in their network (Amazon Relay Blog).
The performance score consists of several key metrics:
- On-time pickup rate
- On-time delivery rate
- Load acceptance rate
- Cancellation rate
- Safety compliance
- App usage and execution
Each metric contributes to your overall score, which is calculated on a rolling basis over the past six weeks of activity. Your performance score can range from 0% to 100%, which corresponds to a grade from F to A+ (CoverWallet). You can find your performance scorecard within the Amazon Relay mobile app or web portal, allowing you to track your progress in real-time.
Why Your Amazon Relay Score Matters More Than You Think
Ignoring your performance score can have significant consequences for your trucking business. Here’s why it’s crucial to pay attention:
- Impact on Load Access: Carriers with higher performance scores often receive priority access to loads and better visibility of available opportunities. A low score can mean fewer loads presented to you.
- Account Health and Risk of Suspension: Consistently poor performance can lead to warnings from Amazon Relay. If issues persist, it could result in temporary suspension or even permanent removal from the platform, cutting off a valuable source of business.
- Building Trust with Amazon: A strong score demonstrates professionalism and reliability. This builds trust, potentially opening doors for more consistent work or participation in specific programs Amazon might offer.
- Foundation for Business Growth: For carriers looking to build a stable business relying partly or wholly on Relay loads, maintaining a good performance score is fundamental for long-term success and predictability.
Amazon Relay Performance Score Metrics: What Affects Your Score?
To improve your score, you first need to understand what influences it. While Amazon may adjust specifics, these are the core metrics that generally determine your performance rating:
1. On-Time Performance: The Critical Factor
Target: 95% or higher
This is often the most heavily weighted metric. It measures whether you arrive at pickup and delivery locations within the scheduled appointment windows. It also includes departing on time. According to RoadWarrior, delivery time is especially important, with Amazon weighting on-time delivery (62.5%) more heavily than on-time pickup (37.5%) (RoadWarrior).
Why it’s crucial: Amazon’s logistics network runs on tight schedules. Delays from one carrier can cause ripple effects throughout the supply chain, impacting customer promises.
Common pitfalls:
- Underestimating travel time
- Traffic jams and weather delays
- Long wait times at facilities (which should be documented via the app)
- Confusion about appointment times versus check-in procedures
How to improve:
- Plan your routes with buffer time for traffic and unexpected delays
- Use truck-specific GPS tools that account for road restrictions
- Arrive at facilities 15-30 minutes before your appointment time
- Communicate proactively if delays are unavoidable
- Consider maximizing fuel efficiency for your vehicles to avoid unnecessary stops that could cause delays
2. Acceptance Rate: Balancing Opportunity and Reality
Target: 90% or higher
This metric tracks the percentage of load offers you accept versus those you decline or let expire.
How Amazon views it: A higher acceptance rate indicates you are available and committed to taking loads offered to you based on your availability settings. A very low rate might suggest your availability isn’t accurate.
Strategic considerations: While important, blindly accepting every load isn’t wise. You need to ensure you can actually fulfill the load requirements on time. It’s about finding a balance and managing your availability settings effectively.
How to improve:
- Only set yourself as available when you’re truly ready to accept work
- Be selective about which days and times you mark yourself available
- Update your availability frequently to reflect your actual capacity
- Consider setting narrower availability windows rather than declining loads
3. Cancellation Rate
Target: Below 5%
This tracks how often you cancel loads after accepting them.
Why it matters: Cancellations disrupt Amazon’s logistics planning and require them to find replacement carriers, often at the last minute.
How to improve:
- Only accept loads you are confident you can complete
- Review all load details before accepting (distance, timeline, requirements)
- Have backup plans for common issues like equipment problems
- Maintain your vehicles proactively to prevent mechanical issues
- Learn about peak delivery seasons for Amazon Relay drivers to better prepare for high-demand periods
4. Execution & App Usage: Following the Process
This covers how well you follow load instructions and use the Amazon Relay app for critical updates.
Importance: Correct app usage provides Amazon with real-time visibility and ensures accurate record-keeping. According to Amazon’s FAQ page, “All carriers and drivers are required to use our Amazon Relay products for all Amazon loads” (Amazon Relay FAQ). This includes:
- Checking in and out electronically via the app at facilities
- Confirming arrival and departure
- Marking loads as picked up and delivered
- Using app features to report delays or issues
How to improve:
- Ensure all drivers are thoroughly trained on the Relay app
- Complete app steps promptly in real-time as events happen
- Double-check load instructions for any specific requirements
- Report any issues or delays immediately through the app
5. Safety Compliance
Target: Full compliance
This evaluates your adherence to safety regulations and requirements. Amazon takes safety very seriously and will check your Behavior Analysis and Safety Improvement Categories (BASIC) scores. According to CNS, “Amazon is suspending carriers from the Amazon Relay Loadboard if their Company BASIC Score (SMS score) is over 60%” (CNS Protects).
How to improve:
- Keep all required certifications and licenses current
- Maintain comprehensive insurance coverage (Amazon requires at least $1M in auto liability)
- Complete all vehicle inspections on schedule
- Address any safety violations immediately
- Monitor your BASIC scores regularly through the FMCSA’s Safety Management System
Actionable Steps to Boost Your Amazon Relay Performance Score
Improving your score requires consistent effort and attention to detail. Here are practical steps you can take:
Master Your Scheduling and Routing
- Plan Realistic Transit Times: Don’t just rely on GPS estimates. Add buffer time for potential traffic, construction, weather, and facility check-in processes. Experienced dispatchers are invaluable here.
- Use Reliable Navigation: Employ truck-specific GPS tools that account for road restrictions, bridge heights, and provide real-time traffic updates.
- Monitor Weather and Traffic Conditions: Check conditions before starting your route and adjust your plan accordingly.
Prioritize On-Time Arrivals and Departures
- Communicate Proactively: If you anticipate any delay (even a small one), report it immediately through the Amazon Relay app. Early communication is always better than a surprise late arrival.
- Understand Facility Procedures: Know the check-in/out process for frequent locations. Arrive slightly early to navigate gate procedures without rushing your appointment window.
- Take Required Breaks at Optimal Times: Plan your mandatory rest periods so they don’t jeopardize your delivery schedule.
Use the Amazon Relay App Correctly, Every Time
- Train Your Drivers: Ensure every driver using the app understands all required steps for check-in, tracking updates, confirming pickup/delivery, and reporting issues. Refresher training can be helpful.
- Complete App Steps Promptly: Don’t wait until hours later to update shipment statuses. Perform app actions in real-time as events happen. This improves data accuracy for Amazon.
- Document Facility Delays: If you experience delays at a facility beyond your control, use the app’s features to document these properly.
Be Strategic About Load Acceptance
- Review Load Details Carefully: Before accepting a load, check pickup/delivery times, locations, mileage, required equipment, and any special instructions. Make sure it fits realistically within your schedule and capabilities.
- Keep Availability Accurate: Regularly update your availability settings in the Relay portal to reflect your true capacity. This helps ensure you receive relevant load offers you are more likely to accept.
- Build Relationships at Frequent Stops: Getting to know dock personnel can sometimes help streamline your loading and unloading process.
Maintain Your Equipment
- Prevent Breakdowns: Regular preventative maintenance on your trucks and trailers is essential. Breakdowns lead to significant delays and directly impact your on-time performance.
- Meet Standards: Ensure your equipment consistently meets Amazon’s safety and operational standards to avoid issues at facilities.
- Have Contingency Plans: Know what you’ll do if equipment fails, including access to roadside assistance and backup vehicles if possible.
- Consider Insurance Protection: Ensure you have proper insurance for truck fleets to protect against costly repairs and liability issues that could impact your performance.
Monitor Your Scorecard Regularly
- Check Your Dashboard Frequently: Make it a habit (daily or weekly) to review your performance metrics in the Relay app or portal. Amazon provides “a transparent performance scorecard in the Amazon Relay portal” where you can “review your performance for all of your loads, in order to continuously improve” (Amazon Relay FAQ).
- Identify Weak Spots: See which metrics are pulling your score down. Is it consistent late arrivals? Issues with app usage?
- Track Progress: As you implement changes, monitor if your score improves. This helps you see what’s working.
- Address Issues: If you see a sudden drop or receive negative feedback, investigate the cause immediately. If you believe there was an error (e.g., incorrect facility delay reporting), use the appropriate channels within Relay to dispute it professionally with evidence if possible.
What if Your Score is Already Low?
Seeing a low score can be stressful, but it’s usually reversible with focused effort.
- Don’t Panic: Take a deep breath. Understand that improvement takes time and consistent positive performance.
- Focus on On-Time Performance: This is often the quickest way to start improving your score. Double down on planning, communication, and hitting appointment windows accurately.
- Review Recent Failures: Analyze the loads where you had issues. What went wrong? Was it planning, execution, or something unexpected? Learn from these instances.
- Consider Short-Term Contracts: If you’re struggling with the spot market, explore Amazon Relay short-term contracts which can provide more predictable work while you rebuild your score.
- Communicate with Support (If Needed): If specific, documented issues beyond your control significantly impacted your score (like excessive, unrecorded facility delays), reach out to Amazon Relay support through official channels to explain the situation politely and professionally.
Common Reasons for Low Performance Scores and How to Fix Them
Issue: Frequent Late Pickups
Solution:
- Review your most problematic pickup locations and allow extra time
- Arrive early to complete check-in procedures before your appointment time
- Track your average check-in times at different facilities to better plan future pickups
Issue: High Cancellation Rate
Solution:
- Be more selective about which loads you accept initially
- Verify your capacity and equipment compatibility before accepting loads
- Implement a quick review checklist before accepting any load
Issue: Low Load Acceptance
Solution:
- Set more accurate availability windows in the app
- Consider expanding your operational territory if feasible
- Adjust your business model to accommodate more of the offered load types
Issue: Missing Delivery Windows
Solution:
- Build more conservative delivery estimates into your planning
- Track facilities where unloading typically takes longer
- Consider investing in time-saving equipment or processes
Frequently Asked Questions About Amazon Relay Scores
1. What is considered a “good” Amazon Relay performance score?
Amazon doesn’t always publish exact thresholds, and they can change. Generally, carriers aim to keep their scores as high as possible, often striving to be in the “Great” or “Good” categories displayed on their scorecard. For key metrics, aim for above 90% for on-time metrics and below 5% for cancellations.
2. How often does the Amazon Relay performance score update?
Scores are typically updated regularly, often reflecting performance over a rolling period (e.g., the last few weeks or months). Check your scorecard frequently to see the latest data.
3. Can I dispute issues that negatively affected my score?
Yes, Amazon Relay usually provides a process to dispute performance metrics if you have evidence that an issue was outside your control (e.g., significant facility delays not properly recorded, incorrect reporting). Contact Amazon Relay support through the app or portal within 7 days of the incident and provide documentation supporting your case.
4. Does rejecting too many loads hurt my score?
Rejecting loads primarily impacts your Acceptance Rate metric. While extremely low acceptance might be flagged, it’s generally understood carriers need to accept loads they can realistically service. Focus on keeping your availability accurate and evaluating loads properly before accepting.
5. How critical is using the Amazon Relay app correctly for my score?
Very critical. Accurate and timely use of the app for check-ins, check-outs, status updates, and delay reporting directly impacts the Execution metric and provides Amazon with the data needed to measure your overall performance accurately. New carriers typically have a learning period of 2-4 weeks, but proper app usage should be a priority from the start.
Conclusion: Take Control of Your Relay Success
Your Amazon Relay performance score is a vital component of your success on the platform. While it can seem daunting, it’s largely within your control. By understanding the key metrics, prioritizing on-time performance, using the app diligently, communicating proactively, and regularly monitoring your scorecard, you can actively work to improve and maintain a strong score.
Consistent effort in these areas not only protects your account but also positions your business for better load opportunities and a more stable relationship with Amazon Relay. Small improvements across multiple categories can lead to significant overall score increases.
Need help navigating the complexities of managing your trucking operations or have questions about optimizing your business for platforms like Amazon Relay? Sometimes expert advice can make all the difference. For information on how to become an Amazon Relay driver or to learn about workers’ compensation insurance for truck companies, visit our detailed guides. Call us at (818) 781-6630 to speak with an agent or chat with AI Agent Sky, available 24/7 at the bottom right.
Connect with Panorama Insurance on social media to stay informed and engaged with the latest updates and resources for your business:
