Veldmaat Payments / BG-Demo – QBR
Callcompleted
Veldmaat Payments · 29 May 2026 13:15
At the quarterly review, Veldmaat reported two missed 07:00 refreshes in a month and an invoice dispute still open. Joost Verbeek will not discuss renewal until both are answered in writing.
What was said
What this says
As at Fri 9 Oct 2026At the quarterly review, Veldmaat reported two missed 07:00 refreshes in a month and an invoice dispute still open. Joost Verbeek will not discuss renewal until both are answered in writing.
What happened: Elena Novak held the quarterly review with Joost Verbeek and Sanne Bakker. Active users have nearly doubled and merchant risk now starts from the merchant view.
Customer view: Sanne reported the refresh not complete at 07:00 twice this month, with two linked high priority tickets. Joost called yesterday's data in a payments company not acceptable and said the refresh is everything.
Commercial: The invoice of £50k against the £45k order form is still open after weeks, and Joost said he would write to Elena's director if he did not hear on Monday. Elena said Growth credits cover availability only, subject to checking the order form.
Watch: Joost said he does not discuss renewal while the refresh is late. The contract runs to 4 Jan 2027, with renewal on 5 Jan 2027.
Themes
As at Fri 9 Oct 2026Theme
Late refresh, open invoice
Importance
complaint
Sentiment
negative
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak speaks to engineering on Monday and writes to Joost the same day with the cause of both late mornings.
- Elena speaks to the head of finance on Monday about the invoice and writes the same day.
- Elena checks the executed order form on service credits and confirms in writing.
Risks
As at Fri 9 Oct 2026- Two late refreshes in a month put the 5 Jan 2027 renewal at risk, since Joost will not discuss renewal until they are answered.
- The invoice dispute is unresolved after weeks, and Joost has said he will escalate to Elena's director.
- If the refresh stays late, merchant risk may revert to the old manual way of working.
Opportunities
As at Fri 9 Oct 2026- Active users have nearly doubled against 40 licensed, so adoption is growing without needing more seats.
- Sanne's draft dashboard could become a standard view once the refresh is stable.
Transcript
Elena NovakGood afternoon, Joost. Good afternoon, Sanne. Can you both hear me?
Joost VerbeekYes. Good afternoon.
Sanne BakkerYes. Hear you.- Elena NovakThank you for joining. To confirm, the agenda in my email has five points for this quarterly review. One, usage and who is using the brain. Two, the reliability of the morning refresh. Three, value for the teams. Four, the open question on the invoice. Five, written actions and the renewal timeline.
- Joost VerbeekBefore that, the last actions. Were they done? The one-page summary for my director, the dashboards walk-through for Sanne, the visit to merchant risk.
- Elena NovakThe summary was sent to you, and you corrected two lines, which I changed. The merchant risk visit took place and I will report on it under value. The walk-through for Sanne, to be honest, we have not held yet. It is on my list for this quarter.
- Joost VerbeekSo one action open. Recorded.
- Elena NovakRecorded. And I will make sure it gets a date today.
- Elena NovakLet me share the usage page. Can you see it now?
- Sanne BakkerYes.
- Elena NovakSo, usage. Compared with the previous quarter, active users have nearly doubled. On a typical day it is now between seven and eight people. You are licensed for 40, so you are far from the limit.
- Joost VerbeekThat is better than I expected. In April it was still around six, I think.
- Elena NovakYes, it has continued to grow. More account managers, and from the meeting I attended, more of merchant risk. They told me they now start from the merchant view, and use the accounting system only to confirm a figure.
- Joost VerbeekI heard the same. Good. That is what I wanted.
- Sanne BakkerMore users means more people seeing a late refresh. That is the problem.
- Elena NovakYes, that is a fair way to put it. Let us go to the refresh, then. Sanne, please.
- Sanne BakkerRefresh not complete at 07:00 again. Twice this month. Once on a Tuesday, once on a Thursday. See ticket from Thursday. Both times the account managers saw yesterday's data until later in the morning.
- Joost VerbeekIn a payments company, merchant risk looking at yesterday's picture is not acceptable. To be honest, this is the main thing for me today.
- Elena NovakUnderstood, and I do not want to soften it. To confirm, the nightly refresh should be complete by 07:00 on business days. That applies to every tier, including Growth. Two misses in a month is a miss against that.
- Joost VerbeekSo what is the plan?
- Elena NovakI will not give you a vague answer. I have asked engineering for the cause of both mornings, and I do not have a written explanation yet. I will tell you as soon as I have one, and I will not promise a fix date before they have confirmed it to me.
- Joost VerbeekNot good enough as a timeline. When do I hear?
- Elena NovakFair. I will speak to engineering on Monday and write to you the same day with what they say and when you will hear again. That is the commitment from me.
- Joost VerbeekMonday, in writing. Good. I record it.
- Sanne BakkerI want the cause, not just a restart. Did a source change on our side? Tell me what to check. I will check.
- Elena NovakThat is a good question, and it belongs in the written note. I will ask them what you should look at on your side as well, so you are not guessing.
- Sanne BakkerGood.
- Joost VerbeekNext. Credits. If the refresh is late, what do I get? I am asking so that I know, not because I want the money.
- Elena NovakTo confirm, under the standard terms for Growth, service credits relate to availability only. A brain that answers on stale data was available, so a late refresh on its own is not credited. Freshness credits exist on Enterprise. But the executed order form can change standard terms, so I will check the order form itself and confirm in writing.
- Joost VerbeekI signed it. I will read it too. But as I said, credits are not what I want. I want the data on time.
- Elena NovakAgreed. I mention it so you have the full picture. There is also an add-on for Premium support with a named engineer, which I am not trying to sell you today. I only want you to know it exists.
- Joost VerbeekI would rather the standard service worked as described. Noted that it exists.
- Elena NovakUnderstood.
- Elena NovakLet me move to value, if you are content with that. Joost, what are the teams getting?
- Joost VerbeekAccount managers prepare merchant calls in much less time. They told me, not me asking. Merchant risk can see Zendesk history next to HubSpot notes, so a flagged merchant is no longer a three-system exercise.
- Elena NovakAnd the reconciliation with the accounting system, the thing they still did by hand?
- Joost VerbeekBetter. Not gone. They still want to see the source figure for payouts. Maybe that stays.
- Sanne BakkerThat one is not a connector gap. They do not trust a number until they see it in source. That is a habit. It will change when the refresh is reliable.
- Joost VerbeekYes. Which is why the refresh is everything. If it is late, they go back to the old way, and then the value is gone.
- Elena NovakThat is clear, and I think it is the right link to make. Reliability first, then adoption follows.
- Elena NovakSanne, on the dashboards builder. You said last time there were questions asked repeatedly. Did you start on anything?
- Sanne BakkerA little. One view for merchants with open tickets and a change in activity. It is rough. I do not want to spend more time until I know the refresh is stable. Otherwise I build on sand.
- Elena NovakReasonable. Then I propose the walk-through after the refresh answer, so your time is well used. I will suggest two slots in writing.
- Sanne BakkerFine.
- Joost VerbeekNow the invoice. Did Finance come back to you?
- Elena NovakI have to be precise. I wrote to our finance team after our last call and I sent you my note. I do not yet have a written answer from them that I can give you, and I will not describe their work or date it before I have checked with them.
- Joost VerbeekSo it is still open. The order form says £45,000. The invoice says £50,000. What was agreed was £45,000. It has been weeks.
- Elena NovakYes, it is still open, and you are right that it has taken too long. To confirm, the executed order form is the document we work from. I will speak to the head of finance on Monday as well, together with the engineering question, and I will write to you the same day.
- Joost VerbeekBoth on Monday. Good. If I do not hear on Monday I will write to your director.
- Elena NovakThat is fair, Joost. I will make sure you hear.
- Sanne BakkerOne more thing on the tickets. Two tickets this month, both high priority, both the refresh. I want them linked so nobody treats them as separate.
- Elena NovakYes, I will ask support to link them and mention both in the engineering question. Thank you for raising it.
- Sanne BakkerGood.
- Elena NovakLet me say a word about the contract, and then actions. The contract runs to 4 Jan 2027 and the renewal date is 5 Jan 2027. I would like to begin that conversation in the autumn, in writing first. I do not want to push it before the refresh and the invoice are settled.
- Joost VerbeekCorrect order. First fix, then renewal. I do not discuss renewal while the refresh is late.
- Elena NovakUnderstood. I will not raise it before you have the written answers.
- Joost VerbeekAnd the number of users. Do we need more?
- Elena NovakNot at this level. You are licensed for 40 and well below it. If merchant risk and the account managers all join, we can look at it again. There is no reason to buy anything now.
- Joost VerbeekGood. I like to hear that from a supplier.
- Elena NovakThen the actions, numbered, so we agree. One, on Monday I speak to engineering, ask for the cause of both late mornings and what Sanne should check on your side, and write to you the same day. Two, on Monday I also speak to the head of finance about the invoice and write the same day. Three, I check the executed order form on service credits and confirm in writing. Four, support links the two tickets. Five, I propose two slots for the dashboards walk-through for Sanne, after the refresh answer. Is that complete?
- Joost VerbeekAdd: nothing about renewal until one and two are answered.
- Elena NovakAdded as six. Thank you.
- Sanne BakkerAnd I send you the exact times of the misses. So the log matches yours.
- Elena NovakYes please, Sanne. That is seven, for you. I will include it in the written actions.
- Joost VerbeekOne last question. This is a quarterly review. Next one is when?
- Elena NovakNext quarter. I will propose a date in the same email as the actions, and I will check it with your diary before I fix it.
- Joost VerbeekGood. Then I have nothing more.
- Sanne BakkerNothing.
- Elena NovakThank you both. The usage is moving the right way, and I take your point that it does not count if the morning data is late. Written actions follow this afternoon. Kind regards, and a good weekend.
- Joost VerbeekYou too. Tot ziens.
- Sanne BakkerBye.
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