Veldmaat Payments / BB-Demo – Onboarding
Callcompleted
Veldmaat Payments: documents · 2026-02-19 12:45
Joost Verbeek, Head of Data at Veldmaat Payments, logged three missed 07:00 refreshes as a missed commitment. He was told no credit applies on Growth for late data. Merchant risk onboarding is paused until he sees a clean week.
What was said
What this says
Current to 11 Oct 26Joost Verbeek, Head of Data at Veldmaat Payments, logged three missed 07:00 refreshes as a missed commitment. He was told no credit applies on Growth for late data. Merchant risk onboarding is paused until he sees a clean week.
What happened: Sanne Bakker reported the refresh incomplete at 07:00 on Monday, Wednesday and that morning, with three tickets. Yusuf Demir said removing a field helped only in part and the cause on the source side is not yet known.
Customer view: Joost said a brain answering on yesterday's data is not delivering what Veldmaat bought. He is recording a missed commitment and will raise the credit point with Elena, and called it a record, not yet a dispute.
Commercial: Elena's written answer to Sanne was that on Growth the credit covers availability, not freshness, so no credit. Veldmaat is on Growth, so the freshness gap is uncredited by contract and sits badly with the customer.
Watch: Exact Online mapping depends on one engineer who is also fixing the refresh. Joost wants Elena to confirm in writing that the March date is safe.
Themes
Current to 9 Oct 26Theme
Late refresh and credit
Importance
complaint
Sentiment
negative
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Yusuf Demir starts the load earlier, tells Sanne the time once set, and watches each night this week.
- Yusuf delivers the written finding on the slow source by Friday and sends Sanne the list of duplicate merchants.
- Yusuf flags the Exact Online date and the credit position to Elena today, and Elena writes to Joost.
Risks
Current to 9 Oct 26- Repeated missed 07:00 refreshes, with the source-side cause still unknown, are eroding trust and holding back the merchant risk team's adoption.
- Growth credits cover availability only, so Joost's freshness complaint has no contractual remedy and may become a dispute.
- One engineer is covering both the refresh fix and the Exact Online mapping, which puts the March date under pressure.
Opportunities
Current to 9 Oct 26- A clean week of on-time refreshes would let Joost bring the merchant risk team in as new daily users.
Transcript
Joost Verbeek NoneHello. Before anything, I want to know. Were the actions from last week done? The written finding, the status line, the answer on credits?
Yusuf Demir NoneHello Joost, hello Sanne. Written finding, yes, sent the day after. Status line, yes, you've had it every morning. The credit question went to Elena. I haven't seen her reply, so I can't tell you it's closed.
Sanne Bakker NoneElena replied to me. Yesterday. I will say after. First the misses. Refresh not complete at 07:00 on Monday. Again on Wednesday. Again this morning. Three tickets. See tickets from those days.- Joost Verbeek NoneThree in the month, and two in one week before. To be honest, this is not what was agreed. What was agreed is complete by 07:00 on business days, every day. So what is the plan?
- Yusuf Demir NoneFair. Here's where I am. The write-up said the new property made the export heavier. I removed that field from the load on Friday. Monday was late anyway. So that was part of it, not all of it.
- Sanne Bakker NonePart. So you do not know the rest.
- Yusuf Demir NoneNot fully. I know the source returned slowly again on Monday and Wednesday. I know my retry kicked in and the load still finished after 07:00. I don't yet know why the source is slow on those nights. I'd be guessing if I said.
- Joost Verbeek NoneI do not accept a guess, and I do not accept no date. When do you know?
- Yusuf Demir NoneI'll give you a date for the finding, not for the fix. Friday, in writing. By then I'll have run the load at three different times and compared what the source returns.
- Joost Verbeek NoneFriday. Good. And in the meantime? The merchant risk team, they ask Sanne every morning if the data is right. That is not a way to work.
- Yusuf Demir NoneIn the meantime I'll start the load earlier, so there's more room before 07:00. It costs nothing on your side. And I'll watch it myself each night this week, so if it's going to miss, I'm on it before you are.
- Sanne Bakker NoneEarlier start. How much earlier.
- Yusuf Demir NoneAs early as the source allows. I'll tell you the time when I've set it, not before.
- Sanne Bakker NoneOkay. Write it.
- Joost Verbeek NoneNow the question of the contract. Sanne said Elena replied. What did she say? I want to hear it in the call, so it is recorded.
- Sanne Bakker NoneShe wrote that on Growth the credit is for availability. Not for freshness. The brain was available. The data was late. So no credit. She said she would write to you, Joost.
- Joost Verbeek NoneSo the brain is up, but the data is old, and we are told this is all fine. That is a nice sentence for a supplier. For me, a brain that answers on yesterday's data is not delivering what we bought.
- Yusuf Demir NoneI won't argue with that, and I'd not say it's fine. I can't speak for the contract, that's with Elena. What I can say is that I'd treat a late refresh as a fault, whatever the credit says. That's how I'm working it.
- Joost Verbeek NoneI appreciate that. I am recording it as a missed commitment, and I will raise the credit point with Elena and with Tom. It is not a dispute yet. It is a record.
- Yusuf Demir NoneUnderstood. Record away. It's accurate.
- Sanne Bakker NoneExact Online. Where is it. Joost asks.
- Yusuf Demir NoneMapping is in progress. The duplicates are handled for most merchants. A few need a decision from your side about which record is the right one. I'll send Sanne the list.
- Joost Verbeek NoneIs Exact Online at risk because of the refresh problem? Because you are one engineer.
- Yusuf Demir NoneIt's a fair worry. Honest answer, I'm doing both, and the refresh comes first because it affects you every day. I'll tell Elena if the date is under pressure. I'm not going to hide that from you.
- Joost Verbeek NonePlease tell Elena today. I want to hear from her, in writing, whether the date in March is safe.
- Yusuf Demir NoneI'll flag it to her straight after this.
- Sanne Bakker NoneUsers. Joost wants to bring merchant risk in. I said wait. Now?
- Joost Verbeek NoneNot yet. The first daily user is a colleague from the merchant team, and she will lose faith if the data is stale in her first week. We wait until I see a clean week.
- Yusuf Demir NoneThat's a reasonable call. A clean week is something I can aim at, and I'll say plainly when we've had one.
- Joost Verbeek NonePlease summarise. I want the actions.
- Yusuf Demir NoneOne, earlier load start, and I tell Sanne the time. Two, I watch each night this week. Three, written finding on the slow source by Friday. Four, Sanne gets the list of duplicate merchants. Five, I flag the Exact Online date and the credit position to Elena today, and she writes to Joost.
- Joost Verbeek NoneGood. That is what I will record. Thank you, Yusuf. Met vriendelijke groet.
- Sanne Bakker NoneSanne.
- Yusuf Demir NoneThanks, Yusuf.
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