@tasuinam ... I am so friggin' sorry it took me this long to read this post and offer advice.
First thing ... you said you were registered with Amazon on the RLB. If that's the case the first thing you should have done was reach out to your MMPM and let them know you just fell into a brokered Amazon load. If you read your Amazon carrier contract you'll have read that brokering Amazon loads will land you on the DNU list. However, there are a select few brokers that are allowed to broker Amazon loads. I would suspect that Coyote is one of them. Regardless, you email your MMPM, or open a case with ROC, and/or TOC, and report that you, a regstered RLB carrier, have been tendered an Amazon load.
Second ... I expect at some point Coyote gave you the VRID. As a registered carrier with access to the RLB, you should have opened a case with the ROC the moment the unload went south.
Third ... Had you opened a case with the ROC, and if the load was in fact booked as a live load, what you do in a case like this is KEEP YOUR MOUTH SHUT !!! Why? Because you get to bill $75.00 an hour, 24 hours a day, 7 days a week, until the trailer gets unloaded !!!!!!
Fourth ... You never, ever, put your man on an Amazon dock to unload your own trailer. You will loose your RLB privileges for that.
Fifth ... Your driver is absolutely allowed to leave the facility to do things like get food, water, medication, etc. However, most (like 99.9%) of AMZN facilities have all that a driver could need to actually live there.
(Pro Tip:
if your driver is going to drop his/her trailer and leave the facility to run to the drug store or whatever, tell your driver to stash his/her cell phone on the trailer somewhere. If your driver goes back out the gate with the cell phone the geofence will trigger that they have left the facility and close the VRID and assume the load is delivered, and you won't be able to collect your $75.00 an hour after that.) Make nice with the security guard to get out, and back in, and if that doesn't work, make the appropriate arrangements with the ROC.
Sixth ... never try to reason with the people inside the facility. You are only talking to a dock worker or a lead hand. You never get access to supervisory staff that can actually make real decisions. You report to the dock that you are there, present your paperwork if necessary, and every interaction after that goes through either the ROC, the TOC, or your MMPM.
When you take a load and the broker asks for your driver's cell number, and your driver reports that they have to install the Relay App on their phone, you know 1000% for sure it's an Amazon load. Even if your driver already had the app installed, the moment the broker applied your driver's name/cell phone number to the VRID your driver would have got notice that this was an Amazon load. Every Amazon load, whether it's a transfer load or a vendor supply load, has a VRID and the driver must acknowledge the Relay App. So, somebody, maybe not you, knew, long before your driver got to the shipper, this was an Amazon load.
I have one dispatcher that has studied this system for a year. Overall the Amazon system is a good system ... you simply need to know how and when to fight your battles