HG / Costco Contract Guide

You'll get an email or SMS when it's time to start

When an appointment is confirmed, you'll receive a notification. That's your cue.

SMS notification

You may also receive an SMS message as a trigger.

1. Open the contact in AGM

Two ways in — use whichever is faster:

• From Contacts — find the member → open their profile → click "Build Costco Contract"
• From Conversations — find the member's thread → click "Build Costco Contract"

2. Fill out the form

Enter all member info and select products from the dropdowns. When you pick a product, the quantity and notes fields appear automatically. Fill in every field.

3. Submit the form

Once all fields are completed, hit Submit. All information is added to the contract engine to build the contract.

1. Review the draft contract

After you submit the form, the draft contract loads on screen. You can also reopen it anytime from the draft link in the contact's Notes section inside AGM. Review it to make sure everything's correct before you send it.

2. Approve or Reject

When you're done reviewing, choose one: click "Approve & Send to Member" to send the contract for signature, or "Reject — Needs Fixes" if something needs correcting.

3. Send for signature

After clicking the Approve & Send to Member button, there are two choices on how the contract can be signed:

• Member receives email and SMS for signing on their devices — the member receives an email and/or SMS with a link to review and sign the contract.
• Sign in person with the sales rep — the rep opens the contract for the member on their device and allows them to review and sign it there without having to access their own email or SMS.

One more thing happens automatically:

• The Specs & Warranty sheet for the turf type on the contract is sent to the member alongside the signing link.

Draft approved — member notified

The banner confirms the draft is approved and the signing link is on its way to the member.

In-person signing link in the conversation

A Sign In Person link drops into the contact's AGM conversation. Sitting with the member? Tap it and hand them your device. If you aren't with the member, ignore this link — they already have it via email and SMS.

What the member sees first

The member lands on a name confirmation and a Take Me There button that walks them through the contract. 13 required fields (signatures, initials, dates) plus two optional ones at the end: the plastic Costco Shop Card request and the 65-and-over confirmation, if either applies.

Take Me There guides them field by field

Each tap of Take Me There jumps the member to the next required field. They sign or initial, click Confirm, and the contract advances.

Optional: plastic Costco Shop Card

If the member wants the physical Shop Card instead of the amount issued to their digital wallet, they click Confirm — a checkbox lands on the contract. If they'd rather take the digital wallet credit, they click Skip.

Optional: 65-and-over confirmation

If the member is 65 or older, this field usually pre-populates from the contract form. If it was missed, the member clicks Confirm to add it. If it's already correct (or doesn't apply), they click Skip.

Final step: I agree & Sign Contract

Once every required field is complete, the Take Me There button changes to Go to Submit. The member clicks it, sees the confirmation that all required signatures are captured, ticks the I agree box, and clicks Sign Contract to finish their portion.

Member done — rep gets the link next

The member sees this confirmation that their portion is complete. At the same time, the sales rep receives an email with their own link to countersign the contract.

1. Notification the member has signed

You'll get an email and SMS within seconds of the member completing their signatures. A confirmation message also lands in the contact's AGM conversation window. Open your link.

2. Sign as the Heavenly Greens representative

Confirm names, then click Take Me There

Click Take Me There to start filling in your four required fields. Before you begin, confirm your name as the sales rep and the member's name are both correct on the contract.

Sign each field, then Confirm

Same flow as the member side: Take Me There jumps you to the next field. Click Confirm to populate it with your signature or initial, and the contract advances.

Submit: I agree & Sign Contract

Once all four fields are done, the button changes to Submit. Tick the I agree box and click Sign Contract to complete your countersignature.

Signatures recorded — copies sent

Both signatures are now on file. The signed contract is emailed to the member and to you as the sales rep. A link to the completed contract is also added to the Notes section of the contact in AGM.

3. Done — the system handles the rest

Once you've countersigned, the engine takes over:

• Re-renders the signed PDF with both signatures + signature certificate
• Uploads to S3, emails the signed PDF to the member (in their AGM conversation) and to the office
• Advances the AGM opportunity to Proposal/Contract Approved
• Adds the contract-signed tag
• Syncs to Salesforce
• Posts a Slack alert: "Contract Fully Executed"

Fully signed — link in the conversation

A confirmation lands in the contact's AGM conversation showing the contract is fully signed, with a link to view the completed contract.

Audit trail in the contact's Notes

The Notes section on the right side of the contact record holds the link to the fully signed contract, alongside notes from earlier stages (contract sent, member signed) for a full reference trail.

1. Open the Project Documents Uploader

From the contact record, open the Project Documents Uploader link. It's the rep portal that feeds the installer packet directly — what you upload here is what the crew sees on-site.

2. Upload media for each section

Seven sections, each with their own tiles and notes field:

• Access Photos — gate widths, path obstructions, parking situation
• Site Photos — the existing yard, all angles
• Drawing PDF — your hand-drawn layout (turf zones, sprinkler heads, drainage notes)
• Existing Damage — anything pre-installation (cracked patio, broken sprinkler, gopher holes). If there's no visible damage, use the "No Visible Damage" attestation toggle instead of leaving the section blank.
• Walkthrough Video — a single video walking the property
• Wrap Up Good News (optional, post-installation) — after the install is complete, upload photos and notes capturing what went well: clean finish shots, happy-member moments, anything worth sharing with the team or using as a referral asset.
• Wrap Up Issues (optional, post-installation) — after the install is complete, upload photos and notes for anything that didn't go to plan: install hiccups, accidental damage, items the office or crew needs visibility on for follow-up.

Confirm the job header first

Before you start uploading, confirm the project number, customer name, and address are all correct, and that the sales rep is assigned to you.

Optional: Need Site Inspection

If a site inspection is needed before installation begins, complete this section. Otherwise, skip it.

Required: Access Photos

Upload at least one image of the job access areas. Use the notes field for anything photos can't capture — gate codes, parking quirks, dog at the side gate. Add as many photos as needed; upload everything relevant.

Required: Site Photos

Upload at least three photos showing anything the crew needs for the install — the yard from multiple angles, problem spots, areas that need extra attention. Use the notes field to flag specifics tied to each image so the crew knows what they're looking at.

Required: Drawing PDF

Create the drawing in OneNote as you normally would, then upload the whole PDF as a single file. Don't skip the notes — anything that needs to be called out specifically about the drawing belongs there.

Required: Existing Damage

Upload at least one image of any pre-installation damage. Use the notes field to call out anything that isn't clearly visible in the photo. If there's no damage, check the No Visible Damage box to confirm — don't leave the section blank.

Optional: Walkthrough Video

Up to 60 seconds — aim for under 55 to make sure it's accepted. Shoot vertical or horizontal depending on what you're capturing. Use the notes field to describe different parts of the video so the crew can navigate it.

Optional: Wrap Up Good News

Post-installation only. Upload images and notes capturing anything that went well on the job — clean finish shots, happy-member moments, anything worth sharing.

Wrap Up Issues, then Build Installer Packet

Wrap Up Issues is optional and post-installation — use it when there are installation issues that need attention, with detailed notes about what happened and how urgent it is. Once every section is complete, click the Build Installer Packet button at the bottom to submit.

3. The packet rebuilds itself

You don't trigger a build. The engine watches for new media or notes and rebuilds the installer packet automatically. The crew gets a short URL they can text to themselves, and tapping any video link opens a fresh, presigned stream — no expired links.

Packet built — link ready

After you click Build Installer Packet, this confirmation appears with a clickable link. Tap it to view the completed packet.

Packet link saved to the contact

A note is added to the contact record with a link to the installer packet, so you can pull it up any time.

Open Installer Packet — fresh PDF

Clicking the link (or the button in the contact record) opens this page in a new tab. Click Open Installer Packet to generate the most up-to-date version — the PDF renders in another new tab.

Inside the packet: work order bookends, everything else in between

The packet opens and closes with the work order and updated job detail — those are the bookend pages. Between them sits everything the crew needs for the install: uploaded photos, drawings, walkthrough video link, notes, and any wrap-up content.

When to create a Change Order

The member has signed, but something changed: they want more turf, different edging, an extra removal area, a sprinkler tweak. Don't void the original contract. Create a Change Order instead.

1. Open the form

From the member's Contact record, click "Create Change Order" — it sits next to the original Contract Form button.

Open the Costco Change Order form

Click the red Costco Change Order Form button in the contact record to open the form.

Review customer + original scope, then add the reason

Check the first two sections: the customer data, and the original scope of the contract (the products on the signed deal). Then enter the reason for the change order in the text box below them.

2. Enter the line items

Each row is one change. For each row:

• Action — one of four:
  • Add to Existing — add to a product already on the contract (delta only, not the new total)
  • Subtract from Existing — remove from a product already on the contract (delta only)
  • Add New Product — total amount of a brand-new product being added
  • Delete Existing Product — current amount of the product being removed entirely
• Category — the form is split into two sections. Use Shaw Turf Changes for the turf product itself (Costco rebate eligibility is anchored to Shaw), or Other Project Changes for removal, edging, base, infill, sprinklers, and other project variables. Pick the product from the appropriate section.
• Quantity — sqft (or linear feet for edging). No unit price — that goes in the single Change Order Pricing field below.
• Description / Notes — what specifically changed (e.g. "K9 Park Olive — backyard extension")
• Change Order Pricing — at the bottom of the form, enter the single net price difference for the whole change order (positive for additions, negative for removals). The customer sees this one total — not a per-line breakdown.

Shaw Turf Changes: enter, add more, delete

Read the How to enter Quantity box at the top before you fill anything in — it tells you which Action goes with which number. Add notes as needed. Click + Add another turf change to add another row, or hit the X at the top right of a row to remove it.

Other Project Changes: same pattern

Same drill: read the How to enter Quantity box, fill in the row, add a description. Click + Add other change to add another row, or hit the X at the top right to delete a row you don't need.

Change Order Pricing: enter the net total

Enter the full change order total — positive if products are being added, negative if products are being taken away. The system uses this to calculate the new contract amount and the updated shop card amount.

3. Submit

The engine loads the original signed contract, applies your line item deltas, calculates revised totals and shop card, and assembles a one-page Change Order PDF.

Click Create Change Order to build the draft

Once all the information is added, click the green Create Change Order button to build the draft for review.

4. Review the CO draft → approve

Same draft-review gate as the original contract. The CO is one page, four signing fields (member sig + date, dealer sig + date). Check the math, check the description, then approve.

Confirm: right customer

Check that the draft you're reviewing is for the right customer's contact information before going any further.

Confirm: change order info is right

Confirm the change order has all the information filled in correctly, including the reason for the change order.

Scope changes: confirm products and totals

Confirm the product updates are correct, including quantities. The totals section shows:

• Original contract amount
• Change order adjustment (positive or negative)
• Revised contract amount
• Original and new shop card amounts

Approve & Send to Member — or Reject

Click Approve & Send to Member if everything looks correct. If something's off, click Reject — Needs Fixes and go through the process again to update the draft before sending.

5. Member signs → you countersign

Same signing flow as the original. Member first, then you. Once you countersign:

• Signed CO PDF goes to S3 and the member's AGM conversation
• CO field writeback updates the original contract record
• The installer packet rebuilds automatically — the crew sees the revised material spec page
• No pipeline-stage change (already approved); no new job number (reuses original)

Three things on the contact view after submitting

1. Change Order Draft — if you haven't sent it yet, the draft is visible here so you can go back and review.
2. Sign In Person link — just like with the contract, this is available if you're with the member when completing the change order.
3. Change order tracking — the CO information you just submitted is tracked here. The member is sent the change order by email and SMS for review and signing, the same way as the original contract.

Multiple change orders on the same job

Job Authorization

The production department sends this. You'll be notified once the member has signed it. Your action: initial it as the Heavenly Greens representative.

Job Completed Verification

Sent by the production department after the installation is finished. The member signs it, then you initial it as the Heavenly Greens representative.

Payments — Costco ACH Protocol

Three rules that Costco will reject the contract over if not followed:

• All checks must be made payable to Costco
• The Member must be the account holder
• Checks must not be defaced or voided for any reason

Two ways to edit

You can edit contact fields from either the Contacts menu or the Conversations screen. All updates are saved automatically.

Via Contacts: Find the member

Navigate to Contacts and search for the contact that needs editing.

Via Contacts: Edit the fields

Click the field you need to update. You can search for specific fields or hide empty/filled fields to find what you need faster.

Via Conversations

Navigate to Conversations, find the member's thread, edit fields the same way. Changes auto-save.

You submitted the form but nothing happened

If a required field was missing or invalid, the system will text and email you within seconds explaining what's wrong (e.g., "Missing membership number. Please update the contact and resubmit."). Fix the contact field, then resubmit the form — the same job number is reused.

The member's contract didn't send

Two common causes:

• Contact isn't assigned to you — the system needs an active rep email to send from. Reassign the contact to yourself.
• Your email on the contact is wrong or decommissioned — the office will see a Slack alert. Check with the office to confirm your AGM user record is right.

Member says they didn't get the link

Check the contact's Conversations tab. The email and SMS will show in their timeline. If the member's email address is wrong, fix it in the contact, then click "Resend" on the contract. If the SMS bounced (bad number), update the phone and resend.

Member signed but I haven't been notified

You should get an email + SMS within seconds of the member signing. If you haven't seen it after 5 minutes, check the contact timeline — the system narrates every step there. If the timeline shows "Member signed" but you weren't notified, your contact info on the rep record may be stale.

The member spotted a typo after signing

Small typos (address spelling, name punctuation): fix the contact record, contact the office to log the correction. The signed PDF stands.

Material errors (wrong price, wrong product, missing line item): you'll need to withdraw and reissue. Tell the office immediately — they can void the current signing session and you start over from the form. Do not just create a Change Order to "fix" a contract error; that's only for genuine scope changes the member is agreeing to.

I made a mistake on the contract before sending it

Easy fix. On the draft review step, click "Reject" instead of approving. The session resets to draft. Fix the contact fields in AGM, resubmit the form, review the new draft. Same job number throughout.

Still stuck?

Call the office. The system logs every step of every contract — if something is genuinely broken, they can see it in real time and tell you exactly what's happening.