Amazon Relay Payment Issues: How to Claim What You’re Owed

Running freight through Amazon Relay offers steady work and quick payouts, but many carriers know the frustration of unpaid or disputed balances. 

From canceled loads that should trigger compensation to detention pay disputes that never appear on statements, it can feel like a constant uphill battle to get paid what you’re owed.

In this guide, we’ll break down the most common Amazon Relay payment issues, why they happen, and how you can claim what you’re owed.

Why Owner-Operators Struggle with Amazon Relay Payments

Emails go unanswered. Disputes are denied. Statements don’t match reality.

The result? Lost time, lost revenue, and unnecessary stress for trucking businesses already running on thin margins.

At Amazon Relay Dispatch, our dispatch management team has helped carriers recover thousands of dollars in missing payments. 

Common Amazon Relay Payment Issues

Amazon Relay carriers often face recurring payment headaches, from canceled load reimbursements to missing detention and layover fees.

1. Canceled Loads (Truck Order Not Used - TONU)

When Amazon cancels a load last minute, carriers are often entitled to TONU compensation, usually around $175 if the cancellation is within two hours of pickup. 

But here’s the problem: Amazon doesn’t always pay TONU automatically. Many carriers report that these fees only get paid after a formal dispute is filed. If you don’t track and submit proof, you may never see that reimbursement.

2. Disputes Over Detention Pay

Detention pay covers your time when you’re stuck waiting at a facility beyond the allowed free time.

Amazon warehouses are notorious for delays, yet detention often doesn’t appear on statements. If check-in/out wasn’t logged perfectly, the system may assume no detention occurred.

Carriers must file payment disputes, attach time-stamped documentation, and often follow up multiple times before Amazon processes the claim. Without persistence, detention hours can easily go unpaid.

3. Missing Adjustments for Layovers or Reschedules

Sometimes a load is delayed until the next day or rescheduled at the shipper’s request. In these cases, layover pay or adjustments may be owed. 

Unfortunately, these adjustments rarely appear automatically; it’s on you to review statements and flag missing amounts.

4. Payouts Delayed by Account Issues

Not all missing payments are intentional. Something as small as an outdated bank account number or tax info can stall payouts for weeks.

Carriers have reported funds held in “pending” status while Amazon’s accounts payable department takes its time responding.

Double-check that your Amazon Relay profile (bank, insurance, W-9, etc.) is up-to-date to avoid this preventable headache.

5. Denied or Ignored Disputes

The most frustrating scenario is when you follow the rules, submit a dispute with proof, and Amazon denies or ignores it.

Many carriers have experienced this. In some cases, they wait weeks or months with no payment, no response, and no clear resolution.

For small trucking businesses, even $200–$500 in unpaid TONU or detention adds up quickly, money that could otherwise support fleet expansion and growth. Without persistence, Amazon often wins by default

Why is it so hard to get paid for what I’m owed?

Getting paid through Amazon Relay isn’t always straightforward, and carriers often find themselves battling strict policies, automation glitches, and unresponsive support.

• Strict Policies & Deadlines: Amazon requires disputes to be filed within 30 days. Miss the window, and the payment is forfeited.

• Automated Systems: If a facility doesn’t log your check-in correctly, detention won’t be triggered in the system.

• Cost Saving: Some carriers feel Amazon deliberately pushes back on accessorial payments, knowing only persistent drivers will pursue them.

• Weak Support: Billing inquiries often go unanswered, leaving carriers stuck in limbo.

How to Claim the Money You’re Owed

If you’re facing Amazon Relay payment issues, here’s a step-by-step process to recover your money:

Step 1. Review Weekly Statements

Cross-check each load against what was booked. Look for missing TONU, detention, or layover pay.

Step 2. Gather Documentation

Save rate confirmations, cancellation notices, and time-stamped bills of lading. Screenshots from the Relay app help strengthen your case.

Step 3. File a Dispute in the Relay Portal

Include load ID, expected vs. received pay, and all supporting documents. Keep it factual and professional.

Step 4. Follow Up Persistently

Don’t stop after one submission. Follow up weekly until you get a response. Persistence is key.

Step 5. Escalate if Necessary

If disputes go unanswered, escalate to a supervisor or consider small claims for significant unpaid amounts.

Why Work With a Professional Service?

While carriers can handle disputes themselves, the process is time-consuming. That’s where

Amazon Relay Dispatch comes in. Our paid service specializes in:

• Dispute Filing with 99% Success Rate – We know how to phrase claims, what documents Amazon accepts, and how to escalate cases properly.

• Proactive Load Monitoring – We track cancellations and detention in real-time, submitting claims immediately so nothing slips through.

• Persistent Follow-Up – Our team keeps pushing until your payment is released, saving you the frustration of unanswered emails.

• Future Protection – We advise on best practices so you’re less likely to face unpaid balances in the future.

  
  

For most carriers, outsourcing dispute management pays for itself quickly. Instead of chasing a $175 TONU for hours, you stay focused on driving while we handle the paperwork.

Don’t Leave Money on the Table

Amazon Relay can be a great source of freight, but its automated systems often leave carriers fighting for what they’re owed.

By staying vigilant, documenting everything, and filing disputes on time, you can recover unpaid balances.

But if you’re tired of chasing Amazon for every dollar, let Amazon Relay Dispatch fight for you.

Reach out today, and let’s recover your money from Amazon Relay. Your time, fuel, and effort deserve to be compensated.