You have the documentation. The team ignores it.
SOPs exist in documents or project management tools. Team members don't read them. The same mistakes happen repeatedly. People do things their own way. You constantly repeat instructions.
Processes are too complicated. They were created but never enforced. No accountability exists. Training didn't happen. The processes don't match how the team actually works.
After creating SOPs during a calm period. When processes are documented but not trained. After team turnover. During rapid growth. When the owner assumes everyone knows what to do.
Just send the mess.
Send the MessResponse timing depends on urgency level selected during intake.