Dispute Rejected Loads and Protect Your Amazon Relay Performance Score

Your Amazon Relay performance score can make or break your ability to succeed on the platform. 

High scores unlock premium loads and contracts, while low scores can limit your opportunities or even risk suspension.

But what happens when Amazon rejects your loads or dings your score for reasons outside your control?

How Your Relay Score Affects Load Opportunities

The truth is, Amazon doesn’t just penalize unfairly; sometimes, even a minor slip-up on your side can cause rejections. 

But here’s the good news: with a 99% dispute resolution success rate, we know every trick in the book to fight disputes, protect your score, and keep your trucks rolling.

So you can keep your score high and get premium treatment from Amazon Relay.

Let’s start with how Amazon grades carriers, using metrics like:

• On-time arrivals

• Load acceptance

• App usage

• Disruption-free trips

  
  

Your grade directly impacts your opportunities:

• A or B grade: Access to contracts and better freight

• Top scores: Early access to the load board

• Low scores: Reduced visibility, fewer offers, and risk of suspension

  
  

Simply put, your performance score determines whether your trucks stay busy or sit idle.

Common Reasons Amazon Relay Loads Get Rejected

Common problems are everywhere in trucking, but when they hit Amazon Relay, it’s more than frustrating. 

It doesn’t just slow you down as a carrier, it stops your truck completely, and when the wheels stop turning, so does your revenue

Even when you run a tight operation, your performance score can still suffer. Carriers often report:

Trailer or Chassis Problems

When trailers or chassis provided by Amazon aren’t ready or break down, carriers may be marked late, even though the issue was out of their control.

Loads Rescheduled by Amazon

Amazon sometimes changes or cancels appointments without notice. If you aren’t updated in time, your on-time percentage can drop unfairly.

Relay App or System Errors

Carriers have been penalized for “App not running” or “GPS not active” even while using the app properly. Glitches may also mark a completed load as unexecuted.

ROC Miscommunication

The Relay Operations Center sometimes fails to update records after carriers report issues, resulting in penalties that should have been cleared.

The Impact of Unfair Penalties

Unjust penalties affect more than your score, they affect your income.

• Lower score = fewer load offers

• Dropped grade = no contracts

• Delayed disputes = weeks of lost opportunities

Amazon calculates performance over six weeks. If disputes drag on, the penalty can significantly impact your grade for the entire cycle. 

Some carriers have reported that disputes can take over 40 days to resolve, leaving them with a lower grade in the meantime.

How to Dispute Amazon Relay Performance Issues

If your Relay score dropped because of a penalty that wasn’t your fault, you don’t have to accept it. Amazon allows carriers to dispute performance issues, and with the right evidence, you can get unfair hits removed.

Here’s how:

Document Everything

Save timestamps, BOLs, photos, GPS logs, and names of staff involved.

Report Issues in Real Time

If a load is impossible or a trailer isn’t ready, notify ROC immediately. Ask them to mark it as Amazon-owned so it won’t hit your score.

File a Dispute in the Relay Portal

Use the Performance section in the web portal. Be concise and factual:

• Reference load ID and date

• State why it wasn’t your fault

• Attach evidence

Follow Up Persistently

Check your dashboard regularly. If your case isn’t resolved, reply with your case ID and request escalation.

Escalate When Needed

If support doesn’t help, ask for a supervisor review. Professional, consistent follow-up often leads to faster results.

How Long Do Disputes Take?

The stronger your documentation and the quicker you act, the better your chances will be.

• Simple issues (app error, insurance update): A few days

• Complex disputes (scheduling or ROC errors): 1 week; sometimes 2 weeks, but that's for more complex disputes.

• Unresolved cases: Sometimes extend the full 6-week cycle

How to Protect Your Performance Score

Prevention matters as much as disputes:

• Monitor your scorecard weekly in the Relay portal

• Train drivers to use the Relay app correctly

• Confirm trailers and loads before departure

• Report problems immediately and get them documented

• Stay compliant with DOT and insurance requirements

Don’t Let Unfair Penalties Ruin Your Business

An unfair rejection or penalty doesn’t have to sink your Amazon Relay career. By documenting, disputing, and escalating, you can overturn wrongful hits and maintain a strong score.

Need Help With Amazon Relay Performance Disputes and Protecting Premium Loads?

At Amazon Relay Dispatch Services, we understand how damaging performance issues can be. 

That’s why we act like your personal Amazon Relay lawyer, helping fleets dispute unfair penalties, restore scores, and keep trucks moving.

And it’s not just unfair penalties we handle. Even if a driver made a mistake, like running late, missing a check-in, or overbooking, we can often get those rejections cleared too. 

In most cases, we’ve been able to fix performance disputes even when the fault was on the carrier’s side.

Our services include:

•  Resolving performance and compliance disputes

•  Fixing rejections and penalties, even driver-related ones

•  Monitoring score metrics to protect access to premium loads

•  Communicating with Amazon and brokers after hours

•  Keeping your fleet running smoothly when issues arise

• Booking the most profitable loads while minimizing deadhead and planning ahead

Book a free consultation call today and let us help you fight back against unfair Amazon Relay penalties, so you can focus on hauling, not disputes.

FAQs About Amazon Relay Performance Disputes

1. Why did Amazon mark my load as rejected when it wasn’t my fault?

Rejections often happen due to trailer issues, system errors, or scheduling changes. If you weren’t at fault, you can dispute the penalty in the Relay portal.

2. How do I file a performance dispute on Amazon Relay?

Go to the Performance section of the Relay web portal, select the load, and submit a dispute with clear evidence like BOLs, timestamps, or GPS logs.

3. How long does it take Amazon to resolve a performance dispute?

Amazon usually responds to performance disputes quickly; most cases are resolved within 1–2 days, and sometimes it can take up to a week. It rarely goes beyond one week.

4. Can unfair performance penalties affect my access to loads?

A lower grade reduces your access to premium loads, contracts, and early load board access, even if the penalty was Amazon’s mistake.

5. How can I prevent unfair performance hits on my Relay account?

Document every load, train drivers to use the Relay app correctly, report issues to ROC in real time, and monitor your scorecard weekly.

6. Can I file a dispute even if it was my mistake (like a driver was late or I overbooked loads)?

You can always file a dispute and try your luck. In many cases, these rejections can still be resolved, and we’ve successfully resolved numerous disputes, even when the issue originated on the carrier’s side.