Veldmaat Payments / BB-Demo – Qbr
Callcompleted
Veldmaat Payments · 2026-09-22 14:30
Veldmaat's QBR on 22 Sep 2026: usage is up, but two nightly refresh misses, a request for service credits and a held invoice (£50k against a £45k order form) block any renewal talk.
What was said
What this says
Current to 13 Oct 26Veldmaat's QBR on 22 Sep 2026: usage is up, but two nightly refresh misses, a request for service credits and a held invoice (£50k against a £45k order form) block any renewal talk.
What happened: Elena Novak ran the 22 Sep 2026 QBR with Joost Verbeek and Sanne Bakker. Usage was good news, but two refresh misses and a held invoice took most of the time.
Customer view: Joost asked for service credits for both misses and had it recorded. Sanne said both misses followed an export window change on Veldmaat's side.
Commercial: On Growth, service credits cover availability only, and the freshness credit sits in the Enterprise terms. Elena will check the executed order form, and the invoice shows £50k against £45k in the order form.
Watch: The contract ends on 4 Jan 2027 with renewal on 5 Jan 2027. Joost will not discuss renewal until the credit question and the invoice are settled.
Themes
Current to 9 Oct 26Theme
Refresh misses and invoice
Importance
complaint
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena to read the executed order form with the contracts team and confirm in writing what it provides for freshness.
- Elena to raise the invoice difference with Finance and ask for reminders to be paused.
- Engineering to give a written account of the refresh schedule against Veldmaat's new export window.
Risks
Current to 9 Oct 26- Two refresh misses at 07:00 left merchant data a day old, and Growth terms give no freshness credit.
- An invoice at £50,000 against a £45,000 order form is overdue because Veldmaat is holding it.
- Joost will not discuss renewal until the credit question and the invoice are resolved.
Opportunities
Current to 9 Oct 26- Merchant risk team now asks questions alongside the account managers, so use is broadening.
- Some of the forty seats are unopened, so there is room to enable quiet seats.
Transcript
Elena Novak NoneHello, can you both hear me? Joost, Sanne, good afternoon.
Joost Verbeek NoneYes, hello Elena, I hear you fine. Sanne is joining from her desk, she is getting her headset.
Sanne Bakker NoneI'm here. Audio fine.- Elena Novak NoneGood, thank you for making the time. To confirm, I sent the agenda yesterday. First, usage over the quarter. Second, the tickets and the refresh. Third, the contract and the invoice. Fourth, actions and the renewal timeline. I will make sure we leave with written actions.
- Joost Verbeek NoneBefore the agenda, one thing. The last actions. Were they done? What was agreed was a written account of the refresh problems and a named person for escalations.
- Elena Novak NoneYes, to confirm, both were sent. The account went to you and Sanne, and the escalation contact is me, and I bring in engineering. If it did not reach you I will resend it today.
- Joost Verbeek NoneIt reached us. I wanted to hear it said. Okay, go on.
- Elena Novak NoneUsage first, because it is good news. Over the last thirty days you have around twelve active users on average, out of forty licensed. That is up by about a fifth on the previous quarter.
- Joost Verbeek NoneYes. To be honest, it is the merchant risk team that moved. The account managers were already in there every day. Now risk is asking questions too, and they use the same merchant view.
- Elena Novak NoneThat is exactly what the purchase was for, one picture of each merchant across HubSpot, Zendesk and the accounting system. One thing I would watch is who asks the questions. If it is only two or three people, that is a risk for you, not only for us.
- Joost Verbeek NoneMm. It is more spread than before. Sanne, you see the logins.
- Sanne Bakker NoneMore people, yes. Two new from risk since the summer. Still some of the forty seats never opened. Not a problem. Just a fact.
- Elena Novak NoneUnderstood. We can talk about enabling the quiet seats later. Now the tickets. I see one ticket in the last thirty days, high priority. Sanne, would you like to take it?
- Sanne Bakker NoneYes. Two misses this month. Refresh not complete at 07:00, again. First one I only logged in my own notes. Second one I raised as a ticket, high priority, with timestamps. See ticket from last week.
- Sanne Bakker NoneBoth times the account managers opened the brain at start of day and the merchant data was a day old. I am the one who has to explain that. I do not want to explain it a third time.
- Elena Novak NoneI understand, and I am sorry for it. I have the ticket timestamps. In the written follow-up I will confirm the response time against the one business hour that applies to Growth, so you have it on paper.
- Joost Verbeek NoneGood. Now the question I came with. Service credits. The refresh is in the service description, every tier, complete by 07:00 on business days. It was not complete, twice. So what do we get?
- Elena Novak NoneI will be precise, because I do not want to say something loosely. On Growth, service credits cover availability only. The brain was available, it was answering, but it was answering on data that had not refreshed. The freshness credit exists in the Enterprise terms.
- Joost Verbeek NoneSo we are available, but useless at nine in the morning, and there is no remedy.
- Elena Novak NoneI would not use the word useless, but I understand the point. The commitment to 07:00 applies to every tier, as you say. What I cannot do today is promise a credit that the standard terms do not provide.
- Joost Verbeek NoneThen what is possible? What was agreed was the order form I signed. Does it say something different from the standard terms?
- Elena Novak NoneThat is the right question. An executed order form can change service levels, and the order form decides, not the template. I will read the executed copy with our contracts team and confirm in writing what it provides for freshness. I will not guess on a call.
- Joost Verbeek NoneOkay. Then I want it recorded that Veldmaat asked for credits for both misses.
- Elena Novak NoneIt is recorded, and it will be in the actions with your name against the request.
- Joost Verbeek NoneAnd the second part. So what is the plan so it does not happen again? I do not accept a vague answer on this.
- Sanne Bakker NoneI should say something. Both misses came after we changed an export window on our side. I did not tell you before. My fault, partly. But the refresh still has to be done by 07:00. That is the deal.
- Elena Novak NoneThank you, Sanne, that helps and it is useful to have it said openly. Then I propose two actions. One: you send me the old and new export window in writing. Two: our engineering team reviews the refresh schedule against that window and gives you a written account. I will make sure that I chase it.
- Joost Verbeek NoneWhen will the account arrive? I want a date.
- Elena Novak NoneI will ask engineering for a date and put it in the written actions today. I do not want to give you one that engineering has not agreed.
- Joost Verbeek NoneFine, but today means today. Next. The invoice.
- Joost Verbeek NoneWe have one invoice that is overdue. It is overdue because we are holding it. It shows fifty thousand. The order form says forty-five thousand. We are not paying a number that is not in the contract.
- Elena Novak NoneTo confirm, the order form is £45,000 a year and the invoice shows £50,000. I see the difference, and on this point you are not being difficult, you are reading the document correctly. I will raise it with Finance today.
- Joost Verbeek NoneSo what happens to it? Is it cancelled, reissued?
- Elena Novak NoneI think a corrected invoice is the most likely, but that is Finance's decision and I will not name what they will do or when until I have asked them. You will have it in writing from me.
- Sanne Bakker NoneJoost, tell them about the reminder emails.
- Joost Verbeek NoneYes. We have had automatic reminders. Please stop those while this is open. It does not feel serious to be chased for something that is wrong on your side.
- Elena Novak NoneAgreed, I will ask Finance to pause the reminders on this invoice. To be clear, I am asking, I cannot instruct them.
- Joost Verbeek NoneUnderstood.
- Elena Novak NoneThen the renewal, briefly. Your contract ends on 4 Jan 2027 and the renewal date is 5 Jan 2027. I will start the renewal conversation in the autumn, and I would like the credit question and the invoice resolved before we have it.
- Joost Verbeek NoneYes, same for me. I do not discuss renewal while the old points are open. Usage is strong, I will say so to my directors. But the refresh must be fixed, and the paper must be right.
- Elena Novak NoneThat is fair. Let me read the actions back. One, I resend the written account if needed, today. Two, Sanne sends the export window change. Three, engineering gives a written account of the refresh schedule, with a date I will confirm. Four, I check the executed order form for freshness credits and reply in writing. Five, I raise the invoice difference with Finance and ask them to pause reminders. Is that correct?
- Joost Verbeek NoneThat is correct. Add: the request for credits for both misses is recorded.
- Elena Novak NoneAdded. You will have the written actions this afternoon.
- Sanne Bakker NoneI will send the window tonight. Then I check the refresh tomorrow at seven, like always.
- Elena Novak NoneThank you both. Speak soon.
- Joost Verbeek NoneGoodbye, Elena. Dag.
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