Veldmaat Payments / B-Brain – Onboarding
Callcompleted
Veldmaat Payments: documents · 2026-02-12 12:00
Sanne reported a second refresh miss in one week, with part of the HubSpot data stale. Users are being told to wait, and she wants a written yes or no on whether Growth credits these misses.
What was said
What this says
Current to 11 Oct 26Sanne reported a second refresh miss in one week, with part of the HubSpot data stale. Users are being told to wait, and she wants a written yes or no on whether Growth credits these misses.
What happened: Sanne raised two tickets for refreshes not complete at 07:00. Yusuf confirmed Zendesk loaded late and some HubSpot data was still the previous day's.
Customer view: Account managers asked her whether the numbers were right and she could not say. She told users to wait, which she called not good.
Commercial: Sanne asked whether the misses are credited on Growth, and Yusuf passed the question to the account owner. Growth credits cover availability only unless the executed order form says otherwise, and the evidence does not show those terms.
Watch: A new HubSpot property added the week before may explain the slow export, but Yusuf called it one data point, not an answer.
Themes
Current to 9 Oct 26Theme
Repeat refresh misses, stale data
Importance
complaint
Sentiment
negative
Voice
user
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Yusuf writes up the HubSpot slowness with before and after export sizes by end of day tomorrow.
- Yusuf sets up a morning status line for Sanne saying complete by 07:00 or not, and why.
- The account owner answers the credit question in writing today, with what the order form says.
Risks
Current to 9 Oct 26- A second miss in one week meets the customer's own twice-is-a-problem test and may become a formal complaint.
- Adoption is stalling because users are told to wait while the data is late.
- The credit question is unanswered, and Growth credits cover availability only unless the order form says otherwise.
Opportunities
Current to 9 Oct 26- A reliable morning status line could rebuild trust and let users return to the brain.
Transcript
Sanne Bakker NoneHello. Refresh not complete at 07:00. Again. Twice this week. Two tickets. See ticket from Monday and from this morning.
Yusuf Demir NoneHello Sanne. I've got both open. HubSpot connector, last good load was the night before last. Zendesk loaded, but late. This morning's one is still not fully through on my side.- Sanne Bakker NoneNot fully through. What does that mean. Is the data there or not.
- Yusuf Demir NonePartly. Zendesk is in. HubSpot returned late, and the load is still working through it. So the brain is up, answering, but some of the HubSpot side is yesterday's.
- Sanne Bakker NoneSo stale. Say stale.
- Yusuf Demir NoneStale on one source, yes. I'd rather say that than dress it up.
- Sanne Bakker NoneAccount managers asked me at nine. They asked if the numbers were right. I said I did not know. I do not like to say that.
- Yusuf Demir NoneI understand. That's the part I don't want you carrying. Look, what I know. The source returned slowly on both nights. I've re-run both and told Elena. What I don't yet know is why it's slow on those nights and not the others.
- Sanne Bakker NoneIs it on our side. Did we change something in HubSpot. We did add a property last week.
- Yusuf Demir NonePossibly. It could be that. A new property can make the export heavier. I'm not going to say it is until I've got the source in hand and can compare. Can you tell me the day you added it, and which object?
- Sanne Bakker NoneWednesday last week. On companies. A risk rating field, from the merchant team. They fill it by hand.
- Yusuf Demir NoneRight. That's useful. The first late night was the Monday after. That fits, but it's one data point, not an answer. I'll compare the export size before and after, and I'll write it up.
- Sanne Bakker NoneWhen. You write it up when.
- Yusuf Demir NoneTomorrow, by the end of the day. I won't say sooner, because I'd have to guess, and I'd rather give you a finding than a guess.
- Sanne Bakker NoneTomorrow. I write it in my log. Okay.
- Sanne Bakker NoneNext. Service. We are on Growth. Are these misses credited. I need to know what to tell Joost.
- Yusuf Demir NoneThat's with Elena, not me. I don't do the commercial side, and I'd be guessing at what the contract says. I'll flag it so she comes back to you in writing today.
- Sanne Bakker NoneFine. But I want an answer. Not a, we will see.
- Yusuf Demir NoneUnderstood. I'll say in the note that you want a yes or a no, and what the order form says.
- Sanne Bakker NoneExact Online. Is it also late now. Because of this.
- Yusuf Demir NoneNo. It's separate. I've been waiting on access, and I've got it now, read-only, since Tuesday. I started the first pull yesterday. Row count came back, I'll check it against your sample.
- Sanne Bakker NoneSample had duplicates. Two records for some merchants. I told Hannah. You saw that.
- Yusuf Demir NoneI saw it. That's the mapping problem, and it's expected. I'll handle it in the mapping, not by deleting anything at the source.
- Sanne Bakker NoneGood. Do not delete anything.
- Yusuf Demir NoneI won't. I never touch the source.
- Sanne Bakker NoneAnother thing. Users. Only a few people use it. Because the data was late, I told them wait. That is not good.
- Yusuf Demir NoneNo, and I'd say the same. But there's no sense in them waiting for a perfect version. The data is right most mornings. What I can give you is a status line each morning, saying either complete by 07:00, or not and why. Then you're not the one explaining it.
- Sanne Bakker NoneA status line. Yes. That helps. Send to me and to Joost.
- Yusuf Demir NoneI'll set it up and tell Elena I've done it. She'll want to know.
- Sanne Bakker NoneSummary. Say it.
- Yusuf Demir NoneOne, I write up the HubSpot slowness tomorrow, with the before and after on the new property. Two, I set up the morning status line to you and Joost. Three, I flag the credit question to Elena, and she answers in writing. Four, Exact Online first pull is done, mapping next, and I'll tell Elena before any re-run.
- Sanne Bakker NoneOkay. That is correct. I will log it.
- Yusuf Demir NoneThanks, Yusuf.
- Sanne Bakker NoneSanne.
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