There are cases where Reps surely doesn’t provide budget and DevRel is the way to go. I’m interested to hear more about this case to better understand the issue.
I don’t think this can be fixed with a Reps SOP. As far as I can read from these few lines, the Rep offered to file a swag request but didn’t get the answer. Reps are here to help, not to keep track of every single event somebody else organizes. I’m sure this specific instance would have been solved by answering the question so the Rep knows to file a swag request and has all the info for it.
Sure, there could be other instances of issues, but given the broad problem statement, I would require more info on the actual problems before digging in and actually trying to help to find solutions.