Veenendrecht Payments / BG-Demo – Demo
Callcompleted
Veenendrecht Payments · 24 Nov 2025 09:00
Demo to Eline Bakker, Daan Visser and Ruben Dekker on the sample extract. Risk and merchant success saw disputes, volume and tickets in one place. Next step is a proposal call with Pieter, who signs, aimed at 22 Jan 2026.
What was said
What this says
As at Fri 9 Oct 2026Demo to Eline Bakker, Daan Visser and Ruben Dekker on the sample extract. Risk and merchant success saw disputes, volume and tickets in one place. Next step is a proposal call with Pieter, who signs, aimed at 22 Jan 2026.
What happened: Hannah Lowe ran a plain-English question on one merchant and showed disputes by reason code, then the same merchant from the success side. Ruben confirmed disputes, chargebacks and volumes already sit in the customer's Snowflake account.
Customer view: Eline saw failed-renewal tickets follow a volume dip and said she could call the merchant. Daan noted both teams would be calling the same merchant in the same week without knowing.
Commercial: Matteo Ricci named Pieter as the signer and the target as 22 Jan 2026. Eline says Pieter wants cost and contract, not features.
Watch: Matteo gave no connector date because engineering must agree it first. A schema change could stall a connector.
Themes
As at Fri 9 Oct 2026Theme
Demo on own data
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe writes up what is logged and for how long, and sends it to Eline and Ruben.
- Matteo Ricci sends the written proposal before the proposal call with Pieter.
- Eline Bakker asks Pieter for a slot this week.
Risks
As at Fri 9 Oct 2026- Pieter, the signer, was not on the call and cares about cost and contract, not features.
- No connector date was given, and a source schema change could stop a connector loading.
- Daan needs an audit trail of who looked and decided, and the retention detail is still unconfirmed.
Opportunities
As at Fri 9 Oct 2026- Merchant risk and merchant success both have a clear use case for one shared merchant view.
- The support ticket export is a further source that could be connected.
Transcript
Matteo RicciGood morning, everyone. Can you hear me properly? I think Hannah is still joining.
Eline BakkerYes, we hear you. Ruben is here, Daan is coming. He is in the other meeting room, one minute.
Hannah LoweMorning all, sorry, my audio was on the wrong headset. Better now?- Eline BakkerBetter. Before we start, last time we said Ruben would check which tables hold the dispute data. Ruben, did you?
Ruben DekkerYes. I have it. Disputes and chargebacks are in the warehouse already, in our Snowflake account. Merchant volumes also. The support tickets are in a separate export, but we can reach it.- Matteo RicciThat is very useful, Ruben, thank you. Let me restate where we are so everyone has the same picture. Today is the demo on your own data. After that, a proposal conversation with Pieter, and the target we discussed is to close by 22 Jan 2026. I would rather we all agree that now than drift.
- Eline BakkerFine. Let's make it practical. Hannah, show us a merchant.
- Hannah LoweHappy to. Before I share, what do you most need to see today? I can go wide or I can go deep on one thing.
Daan VisserSorry, I am here, I joined late. For me it is simple. When a merchant has a spike in disputes, I want to see it next to their volume and their tickets. Now I have three tabs and a spreadsheet.- Eline BakkerSame for merchant success. What is the merchant's story? Right now I cannot tell it without asking Daan's team.
- Hannah LoweRight, that is exactly the shape of it. So, I'm sharing my screen now. What you see is the brain, running against the sample extract Ruben sent last week. Everything stays inside your Snowflake account, nothing is copied out to us.
- Ruben DekkerGood. That is the first question my security people will ask.
- Hannah LoweI'll put that in writing for you, so you can hand it over as it is. Now, let me pick a merchant. I'll use the one at the top of your dispute list, a software subscription business. I'll just ask it a question in plain English: what is going on with this merchant this quarter?
- Hannah LoweSo it takes a moment. There. It gives a short summary, then the numbers underneath. Disputes up against the previous quarter, volume roughly flat, and three tickets that mention failed renewals.
- Daan VisserHm. Wait. Can you click on the disputes? Which ones are they?
- Hannah LoweYes. Each claim links back to the records it came from, so you can see the source. Here are the disputes, grouped by reason code. Most are the same reason, so it is not random.
- Daan VisserThat is what I would otherwise find on Friday afternoon, after somebody has built a pivot table. Okay. And can it say it is risky?
- Hannah LoweTo be precise, it will not decide that for you. It shows the pattern and the evidence. Whether the merchant is a risk is your call, and your policy. The short answer is it surfaces; the longer answer is it never scores a merchant on its own unless you define the rule.
- Matteo RicciAnd that matters for you, I think, because of your supervisor. What does your regulator need to see about how a decision on a merchant was supported?
- Daan VisserAn audit trail. Who looked, what they saw, what they decided. So the links to the source are good. I would need to see that history.
- Hannah LoweQuestions asked are logged. I'll confirm in writing exactly what is kept and for how long, I don't want to overstate it from memory.
- Eline BakkerGood. Who owns that? Who owns the next step?
- Hannah LoweMe. I'll write it up and send it to you and Ruben.
- Eline BakkerNow show me my side. Can I see the same merchant, but from success? Tickets and growth.
- Hannah LoweYes. Same page, different question. I'll ask: how has this merchant's volume moved, and what have they contacted support about?
- Eline BakkerAh. So the tickets about failed renewals, they come right after the volume dip. I did not see that. That is a story. I could call them this week.
- Daan VisserAnd I would be calling them too, about the disputes. Two calls, same merchant, same week, and neither of us knows.
- Eline BakkerYes. That is what we want to stop.
- Ruben DekkerCan I ask about the refresh? How fresh is this? Because disputes arrive late.
- Hannah LoweGood question. It refreshes overnight, on business days, and it should be complete before seven in the morning your time. So you see yesterday, not this minute. For disputes arriving late, they appear when they land in your tables.
- Ruben DekkerOkay. That is fine for this use. And if a source table changes? We change things.
- Hannah LoweThen that connector can stop loading, and we would see it as records indexed going flat. Tell us before you change a schema, and we handle it together. Don't let it be a surprise.
- Matteo RicciLet me confirm that in writing as well, as part of the onboarding plan. And I should say, I will not give you a date for connectors today. Engineering has to agree it first, and I would rather you heard that from me.
- Eline BakkerGood. We do not like vague answers. So, what happens next?
- Matteo RicciNext, a proposal call, with Pieter, who I understand is the person who signs. I will send the written proposal beforehand. Hannah sends the questions and answers on architecture and logging. Eline, would you ask Pieter for a slot soon?
- Eline BakkerYes. I will ask him this week. He will want to see the cost and the contract. He does not care about the features.
- Matteo RicciUnderstood. I will keep it commercial for him. Anything else for today?
- Daan VisserNo. This was useful. Thank you, Hannah.
- Ruben DekkerSame. I will send the table list to Hannah this afternoon.
- Hannah LowePerfect. Thanks, everyone.
- Eline BakkerGroetjes, everyone. Goodbye.
- Matteo RicciBest regards, all. Speak soon.
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