Short answer
Amazon publishes no TONU (truck ordered not used) policy for Relay. It says an Amazon cancellation won't hurt your score, the board suggests replacement loads, and blocks are typically paid in full. Pay disputes go through the Relay portal.
Does Amazon Relay have a TONU policy?
Not one it publishes. TONU stands for truck ordered not used.
On October 14, 2026, we checked all 139 pages in relay.amazon.com's public sitemap. None gives a TONU amount or rule. Amazon's Relay Program Policies sit behind the login, so we can't see whether they cover it. Our payments guide found the same for detention and layover.
Where do the TONU numbers online come from?
From Amazon Freight, not Relay. Amazon Freight's shipper terms list accessorial charges that Amazon Freight bills to shippers. Those aren't what Relay pays carriers, so don't plan around them.
Does an Amazon cancellation hurt your score?
No. Amazon's performance score page says: "if we cancel tendered loads, their performance score won't be impacted."
Your own rejections are different. They count against acceptance, and the closer to pickup, the bigger the penalty. See what happens if you cancel a load.
What does Amazon offer when it cancels?
From Amazon's load board guide and app page:
- Replacement loads. "Relay's load board suggests replacements for cancelled loads." Amazon adds: "We factor in the time and route constraints of the original load."
- Driver alerts. The Relay app gives drivers "Cancellation alerts within 5 hours before the scheduled time."
- Blocks. "Blocks are typically paid in full even if your drivers and equipment aren't needed."
Amazon's Post A Truck guide says the same for matched blocks: paid in full even if Amazon doesn't use the whole block. More on blocks in our contracts guide.
Why does Amazon Relay cancel loads?
One reason Amazon names in public is extreme weather. Its 2026 safety post says that when its system can't find a route around extreme weather, "it automatically cancels the load" before the driver is on the road.
Amazon says: "About 200,000 loads have been cancelled by this technology, and replanned." The post doesn't say whether those loads were paid.
Carriers also report slow or missing pay on loads Amazon cancelled or cut mid-trip. That's what carriers say, not Amazon policy.
What should you do when Amazon cancels your load?
- Screenshot the load card and its payout before pickup.
- Write down the cancel time and how you were told.
- Contact the ROC. The Relay Operations Center runs 24/7, through the Relay portal or the Relay app.
- Check your weekly invoice. Pay runs Sunday to Saturday and lands the following Friday.
- Dispute within 30 days. Amazon's FAQ says: "You can submit payment disputes directly through Amazon Relay portal within 30 days of reviewing your weekly invoice."
Amazon doesn't say whether a cancelled load is paid, or whether the dispute route covers it. File anyway if the invoice looks wrong. Our disputes guide covers each dispute type.
Where does NudoIQ fit?
NudoIQ can't make Amazon pay a TONU. It's a Chrome extension for the Relay load board, independent and not affiliated with Amazon.
What it does help with is your record. During the free week and on the paid plan, its Pro View shows every stop's facility address and times right on the load card, so the details are on screen to screenshot before pickup. Each load also shows its net profit from costs you enter once.
If you use AutoBook, only auto-book loads you can run; cancels hurt your score. Start your free week: 7 days free, no card needed to start, then $49.99 a month. Cancel anytime.