Veldmaat Payments / BG-Demo – Escalation
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Veldmaat Payments · 28 Jul 2026 08:00
Veldmaat's Head of Data escalated repeated misses of the 07:00 nightly refresh and an invoice at £50k against a £45k order form. BG-Demo gave a findings date and an update, but no fix date and no credit.
What was said
What this says
As at Fri 9 Oct 2026Veldmaat's Head of Data escalated repeated misses of the 07:00 nightly refresh and an invoice at £50k against a £45k order form. BG-Demo gave a findings date and an update, but no fix date and no credit.
What happened: Joost Verbeek and Sanne Bakker pressed Dominic Hale, Ewan Pryce and Elena Novak on the late refresh on 28 Jul 2026. Dominic took ownership as single point of contact. Ewan said the cause is not yet found and offered written findings by the end of the week, not a fix date.
Customer view: Usage is up, so every miss costs more, and merchant risk starts work on stale data. Joost asked for it to be recorded that the commitment was missed again.
Commercial: Elena said Growth credits cover availability only, and freshness credits are Enterprise. She is checking the executed order form and will raise the commercial question internally. Joost says he signed £45k and was invoiced £50k, and Elena believes the invoice is wrong.
Watch: The customer expects written answers on findings, the invoice and credits, with no vague timelines.
Themes
As at Fri 9 Oct 2026Theme
Late refresh, wrong 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- Ewan Pryce to send written findings and a fix plan by the end of that week.
- Dominic Hale to send a written update by end of day the next day.
- Elena Novak to confirm the executed order form position on credits and get Finance's answer on the invoice.
Risks
As at Fri 9 Oct 2026- Repeated misses of the 07:00 refresh on Growth erode trust, and the customer is told freshness credits sit with Enterprise.
- The invoice is above the executed order form price and Finance has not yet given an answer or a date.
- The cause of the late refresh is not yet found, so no fix date can be promised.
Opportunities
As at Fri 9 Oct 2026- Fast, honest written updates from a single named owner can rebuild confidence while usage is growing.
Transcript
Elena NovakGood morning everyone. Can you all hear me properly? Joost, Sanne, I see you both. Dominic and Ewan are here from our side as well.
Joost VerbeekMorning. Yes, clear. Before we start, were the actions from the last conversation done? I would like to know that first.- Elena NovakYes, to confirm, that is on my agenda. I emailed it yesterday: first, the refresh misses and where we stand; second, what happens next and who owns it; third, the question of service credits and the invoice. As agreed, I will send written actions afterwards.
- Joost VerbeekGood. So what is the plan? Because what was agreed was a refresh complete at 07:00 on business days. That is in the order form. Not most days.
Dominic HaleUnderstood, Joost. If I can, I'll say what's confirmed and what isn't, and then Ewan can give you the platform side. I've taken ownership of this escalation, so you'll deal with me as the single point of contact from our end.- Dominic HaleHere's what we know. Over the last month you've raised six tickets, five of them high priority, and the large majority are about the nightly refresh not being complete at 07:00. We've confirmed the misses from our own timestamps, not just from your tickets. What we haven't confirmed is the cause. Ewan.
Ewan PryceIn short, the refresh is finishing late for your account. Not failing, finishing late. That's on us. Root cause, not symptom, is what I'm after and I don't have it yet, so I'm not going to guess in front of you.
Sanne BakkerCan I add the dates? Three misses last week alone. Refresh not complete at 07:00 each time. Again on Monday this week. I have my own log, see tickets from each of those mornings.- Ewan PryceYour log matches ours. Thanks, Sanne, that helps.
- Sanne BakkerIt does not help me. I am the one who explains to account managers why the merchant view is from yesterday. Merchant risk starts at eight and the data is stale.
- Joost VerbeekShe is right. And I want to be clear, the team is using it more now. Usage is up a lot on last quarter. So every miss costs us more than before. People trust it, and then it is wrong.
- Elena NovakThat is an important point, Joost, and I will make sure it is recorded as such. Adoption is growing, which is good, but it raises the cost of every late refresh.
- Joost VerbeekYes. So, Ewan. What is changing? Did something change on your side, or on ours? Sanne, did you change anything in HubSpot or Zendesk?
- Sanne BakkerNothing on connectors. I checked. The accounting system export was adjusted by finance some weeks ago, but that is not new. I will send you the details.
- Ewan PryceSend that, please. I'm not saying that's the cause. It's one thing to rule in or out. What I can say is we're looking at the order the sources load in and how long your largest one takes. Not concluded.
- Joost VerbeekTo be honest, that is a lot of looking. I need a date. When is it fixed?
- Ewan PryceI won't give you a fix date I can't stand behind. What I'll give you is a finding date. You'll have my written findings by the end of this week, and a fix plan with it. Not shipping anything on a Friday, so any change goes in early next week.
- Dominic HaleAnd in the meantime, next update by end of day tomorrow, in writing, from me. Even if it's only to say nothing has moved. I'd rather you hear that than silence.
- Joost VerbeekFine. Write it down, Elena, please. I want it recorded that the commitment was missed again.
- Elena NovakIt will be recorded. Number one: findings from Ewan by the end of this week. Number two: update from Dominic by end of day tomorrow. Number three: Sanne sends the accounting export details to Ewan.
- Sanne BakkerI will send it today.
- Joost VerbeekNow the credits. Elena, you have the agenda item. The refresh is late. We are on Growth. What do we get?
- Elena NovakI will be precise, because I do not want to give you a wrong answer. On Growth, service credits apply to availability. A late refresh is a freshness question, and freshness credits are part of Enterprise. I am checking whether your executed order form says anything different, and I will confirm in writing.
- Joost VerbeekSo the brain was available, but the data was old, and we get nothing. That is a technical answer. It is not a good answer.
- Elena NovakI understand. I am not saying the matter ends there. I am saying the credit mechanism, as I read it, does not cover this, and I will not promise something I have not verified. What I can do is raise the commercial question internally.
- Joost VerbeekDo that. And then the invoice. We were invoiced at £50,000. The order form says £45,000. I signed £45,000.
- Elena NovakYes. To confirm what I see: the order form is £45,000 a year, and the invoice is at £50,000. The executed order form decides the price, so I believe the invoice is wrong. I need to speak to our finance team before I say what happens next or when.
- Joost VerbeekI will not accept a vague timeline on that either.
- Elena NovakUnderstood. I will ask Finance and put their answer in the written actions, including a date only once they have agreed it.
- Dominic HaleOne more thing from me. If a miss happens tomorrow, Sanne, ticket it as usual and flag it to me directly. I'll pick it up myself before it goes into the queue.
- Sanne BakkerFine. I will.
- Ewan PryceAnd Joost, for what it's worth. You asked at the start about actions. I'd sooner have this conversation than have you find out from a dashboard.
- Joost VerbeekOkay. I appreciate that. Send me the findings. If they are not there, I will call.
- Elena NovakThank you, everyone. You will have the written actions today. Kind regards, and goodbye for now.
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