Veldmaat Payments / BG-Demo – Training
Callcompleted
Veldmaat Payments · 23 Feb 2026 09:00
On the 23 Feb 2026 training call, Femke Jansen said a stale merchant view left her unable to answer a payout query and that nobody had told her the brain loads overnight. She still wants to use the chat daily.
What was said
What this says
As at Fri 9 Oct 2026On the 23 Feb 2026 training call, Femke Jansen said a stale merchant view left her unable to answer a payout query and that nobody had told her the brain loads overnight. She still wants to use the chat daily.
What happened: Femke opened by describing a Belgian merchant's held payout that the merchant view showed with an old status. Yusuf Demir explained the brain loads overnight and does not follow HubSpot live.
Customer view: She said nobody had told the team this, and that colleagues go back to HubSpot because they do not trust the brain. She liked the chat answers linking back to source records.
Watch: A merchant note she wrote on a contact did not show, because the connector reads notes at company level. She asked to be told when loads are fixed, with evidence.
Commercial: Adoption among account managers is thin, and the expectation gap is a BG-Demo onboarding miss that could weigh on the renewal.
Themes
As at Fri 9 Oct 2026Theme
Stale data and trust
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Femke Jansen raises a ticket on the contact notes line, naming the source.
- Yusuf Demir tells Elena about the contact notes question and the nightly-load expectation gap.
- Elena reports back to Femke with a run of clean mornings as evidence.
Risks
As at Fri 9 Oct 2026- The team believed the brain was live, so a stale view cost a merchant answer and eroded trust.
- Colleagues are reverting to HubSpot, which keeps usage low ahead of the renewal.
- Contact-level notes are missing from answers, so some lines look wrong.
Opportunities
As at Fri 9 Oct 2026- Femke wants to use the chat daily and pinned a saved view for her merchants.
- A clean run of mornings could let her bring colleagues back to the brain.
Transcript
Yusuf DemirMorning, Femke. Can you hear me? And can you see my screen yet?
Femke JansenMorning. Yes, I hear you. Screen, yes, a bit small. Can you make it bigger, please?- Yusuf DemirIs that better?
- Femke JansenYes, good. Thank you.
- Yusuf DemirRight. Quick status first, it's how I start. HubSpot connector, last good load 06:42 this morning. Zendesk, 06:51. Accounting connector, 06:58, just inside seven.
- Femke JansenJust inside. Okay. That is the thing I wanted to talk about, actually. Before the training.
- Yusuf DemirGo on.
- Femke JansenLast Thursday a merchant called me. A Belgian webshop. They asked why their payout was held. I opened the merchant view, and it showed an old status. In HubSpot it was already updated. So I could not answer them in the call. This merchant is waiting.
- Yusuf DemirOkay. That's a fair thing to be annoyed about. Do you remember roughly what time you looked?
- Femke JansenLate morning. I think eleven.
- Yusuf DemirThen this is the important bit. The brain loads overnight. It doesn't follow HubSpot live. So if someone changed the status at nine, the view would be behind until the next night's load. The source returned the old value because the change came after the load.
- Femke JansenNobody told us this. We thought it was live.
- Yusuf DemirThen that's a gap on our side, and I'll say it to Elena. It's nightly. Every business day, complete by seven in the morning. During the day you're looking at last night.
- Femke JansenJust to be clear. For a merchant call I should still check HubSpot for anything from today.
- Yusuf DemirFor anything changed today, yes. For the history and the whole picture, the brain. That's the split.
- Femke JansenOkay. That is clearer. It is not what I hoped, but it is clear.
- Yusuf DemirLet me show you where to see it. Top right of the merchant page there's a freshness stamp. It gives the time of the last load for each source. If that says this morning, you're fine for yesterday's data.
- Femke JansenI see it. HubSpot, Zendesk, accounting. Three lines.
- Yusuf DemirRight. If one of those is older than the others, you know which source to doubt. Then you can raise it in a ticket and say which line.
- Femke JansenCan you check something? Mine says accounting is from yesterday evening.
- Yusuf DemirGive me a second. Mm. You're right. Yesterday's evening run is showing as the last one for the accounting connector in your view. This morning's load completed, but the stamp for your page hasn't refreshed. Try reloading.
- Femke JansenReloaded. Now it says this morning, 06:58.
- Yusuf DemirOkay, so that was your browser holding the old page. Not the data. Still worth knowing, it'd have confused me too.
- Femke JansenHm. Okay.
- Yusuf DemirShall I take you through asking a question? That's the main thing, really. The chat.
- Femke JansenYes please. This is what I want to use every day.
- Yusuf DemirOpen the chat panel on the left. Type it as you'd say it to a colleague. Try this: which merchants in the Netherlands had a Zendesk ticket opened in the last week and no note in HubSpot.
- Femke JansenTyping. Okay. It is thinking. There is a list. Quite a few. And it shows the source for each line?
- Yusuf DemirYes, each answer carries a link back to the record it came from. Click one.
- Femke JansenThat opens the Zendesk ticket. Oh, that is useful. I normally search Zendesk, then HubSpot, then paste into a sheet.
- Yusuf DemirThat's the idea. One question instead of three searches.
- Femke JansenBut I see one merchant on the list that I know has a note. I wrote it myself on Friday.
- Yusuf DemirWhich merchant? Don't give me the name here if you'd rather not, just tell me what you see on the line.
- Femke JansenThe line shows no note. My note is in HubSpot under the company. But I added it to the contact, not the company. Maybe that is it.
- Yusuf DemirThat could well be it. The connector currently reads notes at company level. Contact notes aren't in that pull. I'd want to look at the source before I say it for certain, so can you send me the ticket link once you've raised it?
- Femke JansenI will raise it today. Short ticket. Please can you also tell Elena?
- Yusuf DemirYes. Both of those. I won't change the mapping before telling her.
- Femke JansenGood. Then can we do the second thing? I want a saved view for my merchants. Only mine. Netherlands, Belgium, Luxembourg.
- Yusuf DemirSure. Ask the question first, then pin it. Type: show my e-commerce merchants with an open ticket and a held payout.
- Femke JansenDone. It has found some. Now pin. Where?
- Yusuf DemirLittle pin icon above the answer. It saves the question as a page. Next time you open it, it re-asks against the latest load.
- Femke JansenAh, okay. So the page is not a snapshot. It is the question.
- Yusuf DemirExactly. Which also means it's only as fresh as the night before.
- Femke JansenYes. I understand. That is the third time you said it.
- Yusuf DemirFair. It's the one thing I want you to remember.
- Femke JansenOkay. Another question. My colleagues. Only a couple of us log in. The others say they go back to HubSpot because they do not trust the brain. I can't say they are wrong, after last Thursday.
- Yusuf DemirNo, I wouldn't argue. Trust comes from the loads being steady, and we have had a rough few weeks on that. The timeouts on the accounting connector are the main thing, and I'm working on them with Sanne.
- Femke JansenSanne told me. She keeps a log. She is not shy about it.
- Yusuf DemirNo, and it's useful. It's better than me finding out from a ticket.
- Femke JansenCan I ask you for something? When it is fixed, can you tell me, so I can tell my team? I do not want to say it is fine and then it is not.
- Yusuf DemirI'll tell Elena and she can tell you with the evidence, a run of clean mornings rather than my word for it. I'd rather not promise a date that depends on one run.
- Femke JansenGood. I like evidence. Okay. What else do I need to know today? I have a merchant call at eleven.
- Yusuf DemirThree things. One, check the freshness stamp before you rely on an answer. Two, anything changed today, use HubSpot. Three, if a line looks wrong, raise a ticket and name the source. That helps me find it quickly.
- Femke JansenFreshness stamp, HubSpot for today, ticket with the source. Okay. I write it on a note.
- Yusuf DemirI'll send the same list by email with the notes from today, and the contact notes question to Elena. Anything else before you go?
- Femke JansenNo. Thank you, Yusuf. This was clearer than I expected.
- Yusuf DemirThanks, Femke. Speak soon.
- Femke JansenGroeten, Femke.
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