{
    "schema_version": "0.6.1",
    "updated": "2026-08-31",
    "problems": [
        {
            "id": "wrong_vehicle_assumption",
            "problem": "Customer requests a vehicle before confirming freight dimensions, weight, loading and unloading method.",
            "response": "Treat requested vehicle as a starting point; validate freight fit and site conditions."
        },
        {
            "id": "fits_but_cannot_handle",
            "problem": "Freight physically fits inside vehicle but cannot be safely loaded, secured or unloaded.",
            "response": "Reassess vehicle, equipment, manpower, packaging or site method."
        },
        {
            "id": "freight_not_ready",
            "problem": "Driver arrives but freight is not actually ready for transport.",
            "response": "Notify customer, wait or revise plan with approval; delivery ETA moves because transit starts after loading/release."
        },
        {
            "id": "bad_contact_info",
            "problem": "Pickup or delivery lacks a knowledgeable contact or pickup/reference number.",
            "response": "Resolve contact/authorization before relying on site staff to 'figure it out'."
        },
        {
            "id": "airport_landed_not_available",
            "problem": "Customer assumes air cargo can be collected as soon as the flight lands.",
            "response": "Confirm physical release, paperwork, charges, facility and dock queue."
        },
        {
            "id": "trade_show_booth_assumption",
            "problem": "Customer assumes carrier can simply drive in and deliver directly to the booth.",
            "response": "Confirm direct-to-show vs advance warehouse, decorator, badges, union/site access and show material handling."
        },
        {
            "id": "construction_soft_ground",
            "problem": "Customer expects truck or pallet jack to cross dirt, mud, gravel, snow or unstable surface.",
            "response": "Keep truck on stable ground; confirm forklift/telehandler reach or arrange another safe transfer method."
        },
        {
            "id": "wrong_location_recovery",
            "problem": "Freight is at wrong building, warehouse, terminal or recipient.",
            "response": "Confirm exact location, custody, release authorization, condition and knowledgeable onsite contact before recovery."
        },
        {
            "id": "failed_carrier_rescue",
            "problem": "Original carrier no-showed, broke down, missed cutoff, misdelivered or cannot complete shipment.",
            "response": "Determine current freight location/custody, authorization, failure cause, transfer conditions and revised deadline."
        },
        {
            "id": "deadline_physics",
            "problem": "Requested deadline is not physically realistic.",
            "response": "State that it cannot be guaranteed/met as requested; offer the next realistic deadline or alternative method rather than pretending physics can be negotiated."
        },
        {
            "id": "window_vs_appointment",
            "problem": "Customer gives a window but later expects the start of the window as an exact appointment.",
            "response": "Clarify that a window permits delivery throughout the stated range; use an appointment when exact timing is required."
        },
        {
            "id": "weight_dimension_mismatch",
            "problem": "Actual pieces, weight or dimensions differ materially from booking information.",
            "response": "Driver calls dispatch; Royal contacts customer and reassesses vehicle, equipment, price/time implications and safety before proceeding."
        },
        {
            "id": "damaged_or_unstable_packaging",
            "problem": "Pallet, boxes, wrap or freight condition may allow movement, damage or refusal.",
            "response": "Photograph, notify customer, and repair/repack or refuse when needed for safe transport."
        },
        {
            "id": "missed_pickup",
            "name": "Carrier Missed Pickup",
            "problem": "A planned carrier failed to collect the shipment and a replacement movement is needed quickly.",
            "common_needs": [
                "new pickup timing",
                "verified freight location",
                "pickup authorization",
                "delivery deadline",
                "contacts"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "wrong_items_shipped",
            "name": "Wrong Items Shipped",
            "problem": "Incorrect goods or parts were shipped and replacement items must be moved to the correct destination.",
            "common_needs": [
                "correct item identification",
                "replacement pickup",
                "urgent delivery",
                "reference numbers"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "damaged_parts_redo",
            "name": "Parts Damaged and Reworked",
            "problem": "A shop or supplier damaged a part, must remake/repair it, and the corrected part needs urgent transportation.",
            "common_needs": [
                "new ready time",
                "deadline impact",
                "contacts",
                "freight verification"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "missed_cutoff_or_deadline",
            "name": "Missed Shipping Cutoff or Deadline",
            "problem": "A normal shipping cutoff or planned deadline was missed and the shipment now needs a direct/expedited recovery plan.",
            "common_needs": [
                "exact ready time",
                "hard delivery deadline",
                "contacts",
                "feasibility review"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "production_down_or_broken_part",
            "name": "Production Down or Broken Part",
            "problem": "Equipment or production has stopped or is at risk because a replacement part is needed urgently.",
            "common_needs": [
                "pickup/delivery contacts",
                "backup contacts",
                "reference numbers",
                "ready time",
                "deadline"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "inventory_shortage",
            "name": "Urgent Inventory Shortage",
            "problem": "Inventory unexpectedly ran short and urgent replenishment is needed to prevent disruption.",
            "common_needs": [
                "required items",
                "ready time",
                "delivery deadline",
                "contacts"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "exact_time_or_special_equipment",
            "name": "Exact-Time or Special-Equipment Requirement",
            "problem": "Shipment requires a precise appointment, liftgate, pallet jack, added labor, specific vehicle or other planned handling capability.",
            "common_needs": [
                "appointment/deadline",
                "equipment need",
                "site conditions",
                "freight dimensions/weight"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "special_conditions",
            "name": "Unusual or Special Conditions",
            "problem": "Another provider may not accept or execute the job because of unusual access, union, high-rise, airport, terminal, handling, labor or facility conditions.",
            "common_needs": [
                "full site conditions",
                "facility procedures",
                "freight details",
                "contacts",
                "required equipment"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "trade_show_complexity",
            "name": "Trade Show Delivery Complexity",
            "problem": "Event freight may involve venue timing, union/decorator rules, docks, marshaling, wait time, badges, labels, special access and hard event deadlines.",
            "common_needs": [
                "venue/show instructions",
                "move-in/out deadline",
                "decorator/union information",
                "contacts",
                "freight details"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "high_rise_delivery",
            "name": "Chicago High-Rise Delivery",
            "problem": "High-rise delivery can involve Lower Wacker or other dock routing, freight elevators, building rules, security, appointments, restricted hours and labor-intensive inside movement.",
            "common_needs": [
                "dock/route information",
                "elevator information",
                "building contact",
                "appointment",
                "handling path"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "airport_or_terminal_pickup",
            "name": "Airport or Freight-Terminal Pickup",
            "problem": "Freight must be recovered from an airline, cargo handler or transportation facility.",
            "common_needs": [
                "actual facility",
                "MAWB/pickup/release number",
                "hard-copy paperwork",
                "charges/release status",
                "contacts",
                "availability"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "driver_intercept_recovery",
            "name": "Driver Intercept Recovery",
            "problem": "Urgent freight must be transferred from another carrier/driver while that driver is still in transit or at a safe meeting point.",
            "common_needs": [
                "meeting location",
                "authorization",
                "driver/dispatch contacts",
                "freight identity",
                "safe transfer conditions"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "employee_property_recovery",
            "name": "Company Property Recovery",
            "problem": "A business needs authorized company property such as computers, phones or documents recovered from a remote/former employee.",
            "common_needs": [
                "company authorization",
                "item list/serials",
                "employee knows Royal is coming",
                "appointment",
                "pickup contact",
                "handoff destination"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        },
        {
            "id": "unknown_freight_or_facility",
            "name": "Low-Confidence Freight or Facility Information",
            "problem": "The transportation requester may not know the freight, facility, loading method or receiving procedure well enough to plan safely.",
            "common_needs": [
                "verification calls",
                "photos when useful",
                "actual dimensions/weight/pieces",
                "shipping/receiving contacts",
                "facility instructions"
            ],
            "response": "Gather missing facts and route the request through the normal safety/feasibility/customer-approval process before relying on assumptions."
        }
    ],
    "purpose": "Public-safe problem patterns that commonly create transportation demand or require clarification. These are customer situations, not promises of acceptance or availability."
}