Veldmaat Payments / BB-Demo – Qbr
Callcompleted
Veldmaat Payments: documents · 2026-09-22 14:30
Usage is up and questions asked are the highest since go-live, but Joost Verbeek is pressing for a service credit and keeps the invoice held. He will not discuss renewal or growth until both are closed.
What was said
What this says
Current to 10 Oct 26Usage is up and questions asked are the highest since go-live, but Joost Verbeek is pressing for a service credit and keeps the invoice held. He will not discuss renewal or growth until both are closed.
What happened: Elena Novak reported active users up by just under a fifth and the most questions since go-live, now from account managers and merchant risk as well. Sanne Bakker said refreshes are better, with one miss and the first written cause.
Customer view: Joost asked how to claim a credit for several misses. Elena said Growth credits availability only, not freshness, but the executed order form decides and she will check it.
Commercial: The invoice stays held until a corrected one arrives, and Finance confirmed the order form figure is the contract figure. The term ends in January, but Joost declined renewal talk while items are open.
Watch: Elena will raise goodwill with Tom Ashdown, who owns the commercial relationship.
Themes
Current to 9 Oct 26Theme
Service credit and held invoice
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 reads the executed order form and writes with the exact service credit wording.
- Elena raises the goodwill question with Tom Ashdown.
- Elena gets the corrected invoice date from finance and sends it in writing.
Risks
Current to 9 Oct 26- Joost expects a remedy for repeated late refreshes, but standard Growth terms credit availability only.
- The corrected invoice has no date yet and remains held and shown as overdue.
- Renewal and seat growth are blocked until the credit answer and corrected invoice are closed.
Opportunities
Current to 9 Oct 26- Rising users and record questions give a value case for the January renewal and a review of the forty seats.
Transcript
Elena Novak NoneGood afternoon, Joost. Good afternoon, Sanne. Can you both hear me?
Sanne Bakker NoneYes.
Joost Verbeek NoneYes. Good afternoon. Sorry, my camera is slow today. Give me a moment.- Elena Novak NoneTake your time. To confirm, the agenda I emailed: first usage and value over the quarter, second the tickets and the service levels, third the commercial matters, including the invoice we discussed last month. Joost, you wanted to add something?
- Joost Verbeek NoneYes. Service credits. I want that on the agenda. But first, were the last actions done?
- Elena Novak NoneMost of them. The root-cause note for the late refreshes was sent. The refresher session for the account managers was held, and I understand it went well. The invoice item I will take under the commercial point, because it is not closed.
- Joost Verbeek NoneRight. Not closed. I have noted it.
- Elena Novak NoneLet me start with the good news, which is real. Active users are up by just under a fifth on the previous quarter, and the number of questions asked is the highest since you went live. Out of forty licensed seats you are using a growing share. The people asking the questions are no longer only Sanne and your team. It is the account managers and merchant risk.
- Joost Verbeek NoneYes. The refresher helped. And the refresh has been better. Sanne?
- Sanne Bakker NoneBetter. Not perfect. There was one miss this month. Not complete at 07:00. One ticket. High priority. Engineering answered with a cause this time. That was the first time.
- Elena Novak NoneI saw that. The note explained the order of the nightly jobs and what was changed. Did the change hold since?
- Sanne Bakker NoneSince then, yes. I keep a log. I will send it.
- Joost Verbeek NoneWhich brings me to my point. There have been misses. Several, over the last months. Under the contract, is there a service credit? What is it, and how do we claim it?
- Elena Novak NoneThat is a fair question and I would like to answer it carefully, not quickly. On the Growth tier, the service credit applies to availability: ten per cent of one month's fee for a month in which the availability commitment is breached. The late refresh is a data freshness matter, and the standard terms for Growth do not credit freshness. Only the Enterprise tier is credited for freshness.
- Joost Verbeek NoneSo you are telling me there is nothing.
- Elena Novak NoneI am telling you what the standard terms say. An executed order form can change them, and yours is the document that decides. I have not yet confirmed whether your order form varies the standard position. I will check the signed copy and write to you with the exact wording.
- Joost Verbeek NoneWhat was agreed was that the nightly refresh is complete by 07:00 on business days. I remember that being said in the sales process. Whether it is a credit or not, it was a commitment.
- Elena Novak NoneYes. The commitment to have the refresh complete by 07:00 is in every tier. I am not disputing that it was missed. The question is only what remedy the contract gives. I will make sure the written answer separates the two: the commitment, and the credit.
- Joost Verbeek NoneGood. That I accept. And if the order form says nothing more?
- Elena Novak NoneThen the remedy is what I described, and I will say so plainly. But I would also raise it with Tom Ashdown, who owns the commercial relationship, because if there is a case for goodwill, that is his conversation and not mine to promise.
- Joost Verbeek NoneI would like that. Please raise it. Now the invoice. Last month you told me the invoice at fifty thousand did not match the order form at forty-five thousand. What has happened?
- Elena Novak NoneFinance confirmed in writing that the order form figure is the contract figure. A corrected invoice is being prepared. I have asked them for the date and I do not yet have it, so I will not say one. As soon as I have it from them, you will have it from me in writing.
- Joost Verbeek NoneSo it is still shown as overdue on your side.
- Elena Novak NoneIt shows as one overdue invoice, yes. I have asked that it is not chased while the correction is pending, and I will confirm that in the notes too.
- Sanne Bakker NoneOur finance team asks me every week. I tell them what Joost said. It is held.
- Joost Verbeek NoneIt remains held until the corrected invoice arrives. Then we pay within the normal terms. That is fair, and I want it written down.
- Elena Novak NoneIt is fair, and I will write it. Shall I say a word about the renewal? The term ends in January and, given the usage, I would like to discuss whether forty seats is still the right fit.
- Joost Verbeek NoneNot yet. First the credit answer and the corrected invoice. Then we talk about the renewal. I do not discuss growing with a supplier while an item is open.
- Elena Novak NoneUnderstood. That is the right order. I will not raise it again until both are closed.
- Elena Novak NoneTo confirm the actions. One, I read the executed order form and write to you with the exact service credit wording, separating the refresh commitment from the credit. Two, I raise the goodwill question with Tom. Three, I get the date for the corrected invoice from finance and send it in writing. Four, Sanne sends her log of the refresh. Five, I send the notes today. Complete?
- Joost Verbeek NoneComplete. Sanne, anything?
- Sanne Bakker NoneNo. Log goes out today.
- Elena Novak NoneThank you both. Kind regards, Elena.
- Joost Verbeek NoneThank you. Met vriendelijke groet.
- Sanne Bakker NoneBye.
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