Veldmaat Payments / BB-Demo – Qbr
Callcompleted
Veldmaat Payments: documents · 2026-05-29 13:15
At the 29 May 2026 QBR, usage was up and the merchant risk team is a regular group. Joost Verbeek raised an invoice of fifty thousand against a forty-five thousand order form, will not pay until corrected, and noted two more late refreshes ahead of the January renewal.
What was said
What this says
Current to 10 Oct 26At the 29 May 2026 QBR, usage was up and the merchant risk team is a regular group. Joost Verbeek raised an invoice of fifty thousand against a forty-five thousand order form, will not pay until corrected, and noted two more late refreshes ahead of the January renewal.
What happened: Elena Novak led the QBR with Joost Verbeek and Sanne Bakker. Average daily users have nearly doubled on the previous quarter, against forty licensed seats.
Customer view: Sanne reported two refreshes not complete at 07:00 in the last month, each ticketed. Joost called two in a month not a disaster but held BB-Demo to the business-day commitment.
Commercial: Joost found the invoice at fifty thousand against forty-five thousand on the executed order form. Elena agreed the invoice does not match the contract and took it to finance, and Joost will not pay until it is corrected.
Watch: The term ends in January. Elena wants the invoice closed before the renewal notice and a later talk on seat size, but gave no date for finance.
Themes
Current to 9 Oct 26Theme
Invoice mismatch before renewal
Importance
renewal
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 Novak takes the invoice difference to finance and reports back to Joost Verbeek in writing, copying Tom Ashdown.
- Engineering sends the root-cause note on both tickets.
- Sanne Bakker and an engineer review the nightly job order, working from logs.
Risks
Current to 9 Oct 26- The invoice shows fifty thousand against forty-five thousand on the executed order form, and the customer is withholding payment until it is corrected.
- Two further late refreshes were ticketed in the last month, and the customer is tracking the pattern ahead of the January renewal.
- Finance has given no date for correcting the invoice, which may leave the renewal starting with an open dispute.
Opportunities
Current to 9 Oct 26- Average daily users have nearly doubled and the merchant risk team is a regular group, so the value case is strong.
- Against forty licensed seats there is headroom now, and Elena Novak wants to discuss seat size at renewal.
Transcript
Elena Novak NoneHello, Joost. Hello, Sanne. Good afternoon. Can you hear me properly?
Joost Verbeek NoneYes, we hear you. Good afternoon. Sanne is just joining.
Sanne Bakker NoneHere. Sorry. I was finishing something in the pipeline.- Elena Novak NoneNo problem at all. Is it as warm in Amsterdam as it looks from my window?
- Joost Verbeek NoneSunny, finally. Everyone is outside. We are inside, on a call.
- Elena Novak NoneThen let us be quick and useful. To confirm, the agenda I emailed has three points: usage since the last review, the two tickets from the last month, and the commercial position ahead of the renewal. Is that still what you want to cover?
- Joost Verbeek NoneYes. But first, the actions from last time. Were they done?
- Elena Novak NoneAs agreed, I sent the written summary the same day. The note about the connector settings is done on our side. I will make sure the one open item goes into today's notes as well. Did I miss anything?
- Joost Verbeek NoneNo. Good. Then usage.
- Elena Novak NoneYes. I have shared the page. The headline is that average daily users have nearly doubled compared with the previous quarter. You have forty licensed seats, so there is a lot of headroom still, but the direction is right. Questions asked in the brain are up too, and the merchant risk team is now a regular group.
- Joost Verbeek NoneThat is what I see as well. The account managers used to ask me for the merchant picture. Now they look it up themselves.
- Elena Novak NoneThat is the use case you bought it for, yes. Sanne, from the engineering side, how do the connectors look to you?
- Sanne Bakker NoneHubSpot and the helpdesk are stable. The accounting connector is fine. The only problem is the refresh. Twice in the last month it was not complete at 07:00. Again. Both times I raised a ticket.
- Elena Novak NoneYes, I have the two tickets here. One on a Tuesday and one on a Thursday, if I read the timestamps correctly?
- Sanne Bakker NoneCorrect. Tuesday and Thursday. On the Tuesday the account managers had stale numbers in their morning meeting. I was the one who had to explain it.
- Elena Novak NoneI understand, and I am sorry for that. To confirm, both were marked high priority, and both were answered. What I cannot yet tell you is whether the cause is the same. I will make sure engineering gives you a written explanation, not a verbal one.
- Joost Verbeek NoneTo be honest, two in a month is not a disaster. But what was agreed was that the refresh is complete by 07:00 on business days. Every business day.
- Elena Novak NoneYes. That is in the terms, and I am not going to argue with it.
- Joost Verbeek NoneGood. So what is the plan? Not just for these two. For the pattern.
- Elena Novak NoneMy plan has two parts. One, the root-cause note for both tickets. Two, a short review of whether the order of the nightly jobs is right for your accounting export, because that is the one that runs longest. Sanne, would you be willing to sit with an engineer for half an hour on that?
- Sanne Bakker NoneYes. If they come with logs. Not with a slide.
- Elena Novak NoneThey will come with logs. I will write that into the request.
- Joost Verbeek NoneOkay. Now the commercial position. This is the part I care about today.
- Elena Novak NonePlease go ahead.
- Joost Verbeek NoneI looked at the invoice last week. It shows fifty thousand. The order form says forty-five thousand. What is the difference?
- Elena Novak NoneTo be precise, I see the same two figures: forty-five thousand on the executed order form and fifty thousand on the invoice. The order form is what was signed, so it is the contract. I do not have an explanation for the difference yet, and I do not want to guess.
- Joost Verbeek NoneSo the invoice is wrong.
- Elena Novak NoneI would say the invoice does not match the contract, and that needs correcting if the order form is right. I will take it to our finance team today and ask them to confirm in writing. I will not give you a date for their work until I have checked with them. I would rather come back with a real date than a hopeful one.
- Joost Verbeek NoneThen I record it as open, with you as owner.
- Elena Novak NoneYes, please do. And I will copy Tom Ashdown, because he sold the agreement and he should see that the paperwork does not agree.
- Sanne Bakker NoneShould we pay it? Finance asks me every month.
- Joost Verbeek NoneNo. Not until it is corrected. I will tell our finance people the same.
- Elena Novak NoneThat is reasonable. I will write the same in my follow-up, so you have it on paper from our side too.
- Joost Verbeek NoneGood. Anything else about the renewal? I know the term ends in January.
- Elena Novak NoneOnly that I will send the formal renewal notice well ahead of it, as is our process, and I would like the invoice question closed before then, so the renewal starts clean. Given the usage, I would also like to talk about whether forty seats is still the right size, but that is a conversation for later and not for today.
- Joost Verbeek NoneLater is fine. First the invoice, then the refresh.
- Elena Novak NoneAgreed. To confirm the actions: one, I take the invoice difference to finance and report back in writing. Two, engineering sends the root-cause note on both tickets. Three, Sanne and an engineer review the nightly job order. Four, I send the notes and copy Tom. Is that complete?
- Sanne Bakker NoneYes. And I keep my log. Next miss goes in as a ticket straight away.
- Joost Verbeek NoneComplete. Thank you, Elena.
- Elena Novak NoneThank you both. Kind regards, and enjoy what is left of the sun.
- Joost Verbeek NoneMet vriendelijke groet. Goodbye.
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