Veldmaat Payments / BB-Demo – Training
Callcompleted
Veldmaat Payments · 2026-02-23 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
Current to 13 Oct 26On 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 BB-Demo onboarding miss that could weigh on the renewal.
Themes
Current to 9 Oct 26Theme
Stale data and trust
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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 Demir NoneMorning, Femke. Can you hear me? And can you see my screen yet?
Femke Jansen NoneMorning. Yes, I hear you. Screen, yes, a bit small. Can you make it bigger, please?- Yusuf Demir NoneIs that better?
- Femke Jansen NoneYes, good. Thank you.
- Yusuf Demir NoneRight. 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 Jansen NoneJust inside. Okay. That is the thing I wanted to talk about, actually. Before the training.
- Yusuf Demir NoneGo on.
- Femke Jansen NoneLast 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 Demir NoneOkay. That's a fair thing to be annoyed about. Do you remember roughly what time you looked?
- Femke Jansen NoneLate morning. I think eleven.
- Yusuf Demir NoneThen 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 Jansen NoneNobody told us this. We thought it was live.
- Yusuf Demir NoneThen 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 Jansen NoneJust to be clear. For a merchant call I should still check HubSpot for anything from today.
- Yusuf Demir NoneFor anything changed today, yes. For the history and the whole picture, the brain. That's the split.
- Femke Jansen NoneOkay. That is clearer. It is not what I hoped, but it is clear.
- Yusuf Demir NoneLet 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 Jansen NoneI see it. HubSpot, Zendesk, accounting. Three lines.
- Yusuf Demir NoneRight. 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 Jansen NoneCan you check something? Mine says accounting is from yesterday evening.
- Yusuf Demir NoneGive 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 Jansen NoneReloaded. Now it says this morning, 06:58.
- Yusuf Demir NoneOkay, so that was your browser holding the old page. Not the data. Still worth knowing, it'd have confused me too.
- Femke Jansen NoneHm. Okay.
- Yusuf Demir NoneShall I take you through asking a question? That's the main thing, really. The chat.
- Femke Jansen NoneYes please. This is what I want to use every day.
- Yusuf Demir NoneOpen 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 Jansen NoneTyping. Okay. It is thinking. There is a list. Quite a few. And it shows the source for each line?
- Yusuf Demir NoneYes, each answer carries a link back to the record it came from. Click one.
- Femke Jansen NoneThat opens the Zendesk ticket. Oh, that is useful. I normally search Zendesk, then HubSpot, then paste into a sheet.
- Yusuf Demir NoneThat's the idea. One question instead of three searches.
- Femke Jansen NoneBut I see one merchant on the list that I know has a note. I wrote it myself on Friday.
- Yusuf Demir NoneWhich merchant? Don't give me the name here if you'd rather not, just tell me what you see on the line.
- Femke Jansen NoneThe 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 Demir NoneThat 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 Jansen NoneI will raise it today. Short ticket. Please can you also tell Elena?
- Yusuf Demir NoneYes. Both of those. I won't change the mapping before telling her.
- Femke Jansen NoneGood. Then can we do the second thing? I want a saved view for my merchants. Only mine. Netherlands, Belgium, Luxembourg.
- Yusuf Demir NoneSure. Ask the question first, then pin it. Type: show my e-commerce merchants with an open ticket and a held payout.
- Femke Jansen NoneDone. It has found some. Now pin. Where?
- Yusuf Demir NoneLittle 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 Jansen NoneAh, okay. So the page is not a snapshot. It is the question.
- Yusuf Demir NoneExactly. Which also means it's only as fresh as the night before.
- Femke Jansen NoneYes. I understand. That is the third time you said it.
- Yusuf Demir NoneFair. It's the one thing I want you to remember.
- Femke Jansen NoneOkay. 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 Demir NoneNo, 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 Jansen NoneSanne told me. She keeps a log. She is not shy about it.
- Yusuf Demir NoneNo, and it's useful. It's better than me finding out from a ticket.
- Femke Jansen NoneCan 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 Demir NoneI'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 Jansen NoneGood. I like evidence. Okay. What else do I need to know today? I have a merchant call at eleven.
- Yusuf Demir NoneThree 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 Jansen NoneFreshness stamp, HubSpot for today, ticket with the source. Okay. I write it on a note.
- Yusuf Demir NoneI'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 Jansen NoneNo. Thank you, Yusuf. This was clearer than I expected.
- Yusuf Demir NoneThanks, Femke. Speak soon.
- Femke Jansen NoneGroeten, Femke.
Callsmade from