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 to open the contract form.

SMS notification

You may also receive an SMS message as a trigger.

Option A: Open from Contacts

Go to Contacts → find the member → click their profile → click "Costco Contract Form" button.

Option B: Open from Conversations

Go to Conversations → find the member's conversation → click the form button.

Both options get you to the same form. Use whichever is faster.

Complete every field

Fill in all member info and select products from the dropdown lists. When you pick a product, the quantity and notes fields appear automatically.

Product selection detail

Each product dropdown shows associated fields. Fill in all quantities and notes for every product selected.

Submit the form

Once all fields are completed, hit Submit. All information is automatically saved to the member's Contact Profile.

Verify the data before drafting

After submitting, review all the data in each category:

• If everything is correct → click "Ready to Draft Contract"
• If something needs fixing → click "Needs Correction"

Confirm the right document

The document will be called "Costco Job Contract - Template". Verify the member is linked to the document you're opening.

3a. Rename the document

Open the contract and rename it from "Costco Job Contract - Template" to:

"Costco Job Contract - [Member Name / Job Name]"

Need to leave and come back?

If you need to step away from the contract to make updates, here's how to get back to it:

3b. Check all fields populated correctly

Scan the entire contract. If you see anything like {{contact.first_name}} or {{contact.details}}, that field didn't pull in.

3c. Set the signing order

This is critical. In the recipient list:

• Confirm only 2 names are listed: the member and you
• Turn on "Set Signing Order" — member receives the document first, you receive it after they sign

3d. Review the Work Order (Page 12)

Scroll to page 12 and confirm all products and descriptions match what you quoted to the member.

3e. Save the contract

Click Save at the top right corner. The system also auto-saves, but always click Save before sending.

Click the blue "Send" button

It's at the top right of the page. You'll get two options for how to send.

Option A: Send via Email / SMS (Remote)

Choose this when the member has left the appointment or you're closing remotely. The member gets a link to review and sign on their own device.

Option B: In-Person Signing Links

Choose this when you're sitting with the member. Generate two links:

• Member link — copy and open in a new tab for them to sign
• Sales rep link — copy and open in a new tab for you to sign after

Member signs first

The member opens the link or email and reviews the contract. Always have them sign first — if they catch something, you can fix it before you've already signed.

You sign as the Heavenly Greens representative

After the member signs, you'll be notified by email and SMS. Open your link and sign.

Confirm the completed document

Verify you received the completed document with all fields filled. No blanks, no placeholders.

Check the Completed tab

Go to the Completed tab in AGM and confirm the contract is there. Also check the member's profile to make sure it's visible.

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.

Updating the Phone field

Updating the Address fields

Via Conversations: Find the contact

Navigate to Conversations and find the member's conversation thread.

Via Conversations: Edit the fields

Edit fields the same way as in the Contacts menu. Changes auto-save.

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

ACH Payment Steps

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.

• Open the member's Contact record
• Click "Create Change Order" (sits next to the original Contract Form button)
• Fill in only what's changing — new line items, modified quantities, removed items
• Add a brief reason in the notes field
• Submit

What the member sees

The Change Order PDF shows:

• Original contract amount (read-only header)
• Any prior change orders on this job (cumulative)
• The new change order items and the new total

Same signing flow as the original — member signs first, you countersign. Same job number (HGC-XXXXX) carries through; each CO gets its own version (v2, v3, etc.).

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.