This is the workflow for closing out a Palmetto lease deal after the install is complete. Every install needs a package submitted to Palmetto before they fund — without it, the deal doesn’t pay out.

“This part of the job, I guess, it’s not the fun part of the job, but it’s super necessary for everybody to get paid.”

You’re on the ops team. Consultants sell deals; you make sure each one closes out cleanly with the lender after install. For Palmetto deals (most of our lease volume), that means submitting an install package: matching the units that actually got installed to the homeowner’s signed contract, then uploading the photos and paperwork through Palmetto’s portal.

This is the page that walks you through it end-to-end. Read it once. Refer back to it the first ten times you do this.

The single biggest mistake new ops do is jumping straight into Palmetto and editing System Design before they know what was actually installed. That order causes voided contracts and rejected packages.

The correct order is:

1. Before you touch Palmetto — collect every model + serial number from the install photos onto paper or the worksheet below. Group by floor.
2. Find the homeowner in Palmetto Accounts.
3. Open System Design and confirm it matches what was actually installed. Fix it if it doesn’t.
4. Save System Design — never create a new quote. This is the one that voids the contract.
5. Verify the contract amount matches the financed amount in PandaDoc. Handle the rebate discconsultantancy if there is one.
6. Open Install Package, type in every model + serial + AHRI number, upload the photos, contract(s), and OEM warranty PDF, submit for review.
7. If Palmetto rejects with a flag — open the flag, upload the missing document inside the flag, and resubmit. Don’t re-upload it back in the main Install Package form (slower queue).

“My recommendation, man, your workflow should be like this. You get the install package, you get the photos, and then you just write down all the unit numbers and all the model numbers… write them down somewhere. And then you figure out where these units were installed. And then first thing you do is you go first to the system design, and then you make sure that it matches.”

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Every install has a Google Drive folder with photos of the equipment labels. Each label shows a model number (top) and a serial number (bottom). Your first job is to write all of them down somewhere — in a spreadsheet, on paper, or in the worksheet below.

Prefix	What it means	Example	Size
LIV…	Indoor head	LIV12HP230V1R32AH	12 = 12,000 BTU
MUL…	Outdoor condenser	MUL30HB230V1R32AO	30 = 30,000 BTU

The number that follows the prefix is always the BTU size in thousands. LIV09HP = 9,000 BTU indoor head. MUL18HB = 18,000 BTU outdoor condenser.

“You’re playing a game of basically matching the model to the serial number. The biggest thing is you do not want to duplicate the serial numbers on accident.”

Once you have every model + serial written down, organize them by floor: basement, first floor, second floor, etc. Indoor heads and outdoor condensers tracked separately.

This is what you’ll use in Step 3 to verify Palmetto’s System Design matches the install. If the install team installed two heads on the first floor and one outdoor condenser, that’s what System Design needs to show.

A non-persistent place to write everything down. Refresh the page and it clears — nothing saves anywhere.

“First thing you want to do is write down on a piece of paper or an Excel sheet, all of the model numbers and serial numbers.”

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Open the Palmetto portal. You’ll land on Accounts — every deal in the pipeline, grouped by stage (Qualification → Notice to Proceed → Install). Your install-package work happens on the rows in the Install tab.

Search by the homeowner’s last name to find the account you’re working on.

“When you first log in, you’ll see Accounts. Accounts is everybody. This does not mean deals that we’ve sold. It just means deals that are in the pipeline, period.”

Click the row to open the account. The Account Overview shows you the lifecycle progress — Qualification, Notice to Proceed, Install — plus all the contract / quote / document blocks for this deal.

What you’re confirming on this screen:

• The account is in the Install stage (not Qualification, not Notice to Proceed).
• The contract is Approved and signed by the homeowner.
• An Install Package has not yet been submitted.
• The financed amount on the active quote (e.g., $24,999) matches what you’ll see in PandaDoc shortly.

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Click into System Design on the account.

What’s there now is what was sold — the consultant’s plan when they wrote the deal. What got installed is what matters. The two are usually the same, but sometimes the install team swapped a condenser size on the day, or shifted units between floors. Your job is to make System Design reflect the installed reality before you submit anything.

“Sometimes these systems are not accurate because we might have changed the condensers at install.”

For each system block on Palmetto:

• Indoor unit count matches the indoor heads in your worksheet for that floor.
• Outdoor condenser matches the model that was actually installed for that floor.
• The system is labeled by the right floor (basement / first / second / third).

If a system block doesn’t reflect the install, delete it entirely and add a new one. Don’t try to surgically edit — it’s slower and you’ll miss something.

To rebuild a system:

1. Click Add system
2. Name it after the floor (Basement, First Floor, etc.)
3. System Category: Multi Zone Mini Split (most jobs)
4. Conditioned Area: estimate is fine
5. Add the indoor units (one per indoor head, or use quantity)
6. Add the outdoor unit
7. Type the model numbers manually using the Enter indoor unit / Enter outdoor unit option — Gree models almost never appear in Palmetto’s drop-down

After units, Palmetto will list accessories: Air Filter, Dehumidifier, Thermostat, Electronic Air Cleaner, UV Light, Zoning. Set every one of them to off / remove them.

The units come with their own controls. If you leave any accessory toggled on in System Design, it will show up on the Install Package screen as something Palmetto expects you to provide — and you won’t have it.

“You see it says air filter, dehumidifier, thermostat. So just delete that because these units come with their own stuff. So you delete it and then you hit save, confirm.”

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This is the most expensive button on the entire page. Read this section twice.

After you’ve matched System Design to the install, click Save and get pricing. Confirm the load calc and proper sizing.

Palmetto will ask you a question that looks innocent: “Create a new quote?”

“If you create a new quote, it will void the contract that they signed. Okay. Very important.”

The price on the saved System Design must come out the same as before you started editing. If it doesn’t, something is wrong with your unit allocation — back up and check your numbers before pressing save.

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This is the second-most-important step, and it has a sneaky pitfall on decommission deals.

Open PandaDoc in another tab and search the homeowner’s last name. The signed contract is titled HVAC Agreement copy 2 (or similar). Click in.

“Rob, so you’re kind of the line of defense to make sure that the consultant is doing the right thing.”

	What you do
Total Project Cost = financed amount on Palmetto	Download the PDF from PandaDoc. That’s the only document you need. (Most non-decommission deals.)
Total Project Cost ≠ financed amount on Palmetto	You’re on a decommission deal with a rebate. You’ll upload two documents — see the next section.

“Sometimes this says total project cost. But we only financed the amount after rebate. So this is not a job with decommissioning, right? So there’s no rebates. But if there is decommissioning, you can see here that the total project cost will be a larger number than the financed amount, whether it’s $8,000, $10,000, because it’s DAC, you know, this disadvantaged community, whatever it is.”

Decommission deals carry a Con Edison Clean Heat rebate ($8,000 for 1–2 family, $12,000 for 3-family, $16,000 for 4-family) plus a DAC bonus if the home is in a Disadvantaged Community.

The contract the homeowner signed shows the total project cost (e.g. $30,000). But the homeowner is only financing the post-rebate amount (e.g. $22,000 after an $8,000 rebate). Palmetto needs documentation that proves the financed amount, not the sticker price.

“Palmetto needs to see in the contract that there is at least some sort of documentation that shows the amount that’s financed.”

The fix is straightforward: duplicate the PandaDoc, edit the total to the financed amount, and upload both.

The procedure:

1. In PandaDoc, with the original contract open: File → Make a copy.
2. Open the copy. Edit the Total Project Cost field to the financed amount ($22,000 in our example).
3. Save. Do not send for signature. Do not e-sign anything.
4. Download both PDFs:
   • The original signed contract showing the full sticker price.
   • The duplicated unsigned copy showing the financed amount.
5. You’ll upload both to Palmetto in Step 6.

“The duplicated copy does not need to be signed. It just needs to be uploaded.”

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Back on the homeowner’s account in Palmetto. Scroll to the Install Package block at the bottom of the Overview tab.

Pick the date the install was completed. Match it to the date on the photos / Google Drive folder timestamp.

Three things go here:

1. Every photo from the Google Drive install folder. Equipment labels, install pictures, the works.
2. The install contract(s) you downloaded from PandaDoc:
   • Non-rebate deal → just the original signed PDF
   • Rebate deal → the original signed PDF and the duplicated unsigned PDF showing the financed amount
3. The OEM warranty PDF from the manufacturer. Every Gree install needs the manufacturer’s warranty document attached — Palmetto will flag the package for “OEM Warranty Documents — Missing Documentation” if it’s not there. Save the warranty PDF for each job using a clear filename (e.g. <HomeownerLastName> Gree warranty.pdf) so it’s easy to find when you need to resolve a flag.

Palmetto’s Install Package screen lists the units it expects (broken down by system, in the order they’re in System Design). For each unit row:

Field	Source	How to enter
Manufacturer	Always Gree (for current jobs)	Type it manually — drop-down rarely has the right entry
Model number	Equipment label / your worksheet	Click the field, choose Enter indoor unit or Enter outdoor unit, then type the full model
Serial number	Equipment label / your worksheet	Type manually
AHRI number	AHRI lookup tool (Jonathan sends the link directly)	Look up the outdoor unit model — paste the AHRI reference back into Palmetto

“And then once that’s done, here goes the annoying part. The annoying part is actually filling in the units.”

Near the bottom of the Install Package form, there’s a “We’re going to apply for the permits” indicator. Tick it — Bienestar is always the one pulling permits.

Once every unit row has model + serial + AHRI, photos, contracts, and the OEM warranty PDF uploaded, and the permit indicator set: click Submit for Review.

Palmetto will review and either approve the package or kick it back with one or more flags. The next section is what to do when that happens.

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Don’t panic when a package comes back rejected. It happens often, even on clean installs, and most flags resolve in a single round trip if you handle them correctly. The mistake to avoid is doing the right work in the wrong place.

“Rejections are no big deal — they typically get resolved pretty quickly. We just want to stay on top of them.”

Two signals show up at once on the homeowner’s account.

Signal 1 — on the homeowner’s Account Overview:

Signal 2 — at the top of the Install Package page itself:

Click into the specific flag from either entry point — the Resolve Flags button on the Account Overview, or the row inside Action Required For Install. That opens a focused page for that single flag.

The page tells you everything in one view:

• Flag Type: REJECTION
• Flagging reason: what’s missing or wrong (e.g. Missing Documentation)
• A green Upload New Document button
• The QC reviewer’s notes (“Please upload warranty certifications”) and any prior attached files

Upload the missing document with the green Upload New Document button on this flag page. That’s the entire fix.

Once the missing document is uploaded inside the flag:

1. The flag’s status changes from Ready for review to Document Uploaded.
2. Go back to the Install Package page. The Action Required For Install banner now shows a green Ready to Resubmit button.
3. Click Ready to Resubmit, then Resubmit for Review at the bottom of the page.

Most flags clear within one review cycle from there. If the same flag bounces back a second time (rare), open it, read the QC notes carefully, and either upload a different version of the document or click I have questions about this issue to send a note back to Palmetto’s QC team.

Flags are normal, but they don’t resolve themselves. Check the Install queue daily for any account whose status flipped to Install Milestone Rejected and clear them as soon as you can — every day a flag sits open is a day Palmetto is not funding the deal.

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This page covers the after install half. The before install half — creating the homeowner’s Palmetto account in their home, running credit, building the initial System Design, sending the contract for signature — lives in the consultant-facing walkthrough.

If you’re ops and the consultant got something wrong on the original System Design or pricing, that page is what they should have followed. Read it once so you know what they were working from.