Veldmaat Payments / B-Brain – Check In
Callcompleted
Veldmaat Payments: documents · 2026-08-24 08:30
Joost Verbeek is holding an invoice of fifty thousand against an order form he says is forty-five thousand a year, so it shows overdue. A high-priority late-refresh ticket got a thin reply and usage is flat.
What was said
What this says
Current to 11 Oct 26Joost Verbeek is holding an invoice of fifty thousand against an order form he says is forty-five thousand a year, so it shows overdue. A high-priority late-refresh ticket got a thin reply and usage is flat.
What happened: Elena Novak confirmed the written answer on the invoice is still outstanding from finance. She regards it as B-Brain's billing not matching the signed document, not a payment problem.
Customer view: Joost said the order form is the contract and he has not paid the higher invoice. He signed the order form, wants the brain to work, and holds B-Brain to what is written.
Commercial: Usage is roughly level with the previous quarter and some people have gone quiet. Elena and Joost agreed to fix the refresh and the invoice first, then offer a refresher.
Watch: The late refresh sends merchant risk staff back to spreadsheets. Elena committed to write the next day, even if finance needs more time.
Themes
Current to 9 Oct 26Theme
Invoice mismatch and refresh
Importance
complaint
Sentiment
negative
Voice
decision-maker
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak speaks to finance today and writes to Joost the next day about the invoice.
- Engineering writes the cause of the late refresh in writing, copied to Sanne.
- Elena proposes a refresher session once the invoice and refresh are both resolved.
Risks
Current to 9 Oct 26- The invoice is held and shows overdue because it exceeds the executed order form, and the written answer from finance is still outstanding.
- Another late refresh with a thin reply risks the merchant risk team returning to spreadsheets.
- Flat usage with some users gone quiet weakens the value case ahead of the renewal.
Opportunities
Current to 9 Oct 26- Once the invoice and refresh are fixed, a refresher session for the account managers can rebuild adoption.
Transcript
Elena Novak NoneGood morning, Joost. Can you hear me?
Joost Verbeek NoneGood morning. Yes, clearly. You are early.- Elena Novak NoneA little. I wanted the notes open before we began. To confirm, the agenda I sent is short: the open invoice question, the one high-priority ticket, and what we do next. Is that right?
- Joost Verbeek NoneThat is right. First: the actions from the last call. Were they done?
- Elena Novak NonePartly, and I would rather say so plainly. The written summary was sent to you and Sanne the same day. The invoice question is still open. Finance has not yet given me the written answer I asked for.
- Joost Verbeek NoneSo it is not done.
- Elena Novak NoneIt is not done. I want to be exact about that.
- Joost Verbeek NoneThen let me be exact as well. The order form is the contract, and it says forty-five thousand a year for the subscription. The invoice at fifty thousand is therefore higher than what was agreed. We have not paid it. Our finance team has it marked as held, and because of that it now shows as overdue on your side.
- Elena Novak NoneYes. I see the same on my screen: one invoice overdue. I want to say clearly that I understand why you are holding it. I do not regard it as a payment problem. I regard it as our billing not matching the signed document.
- Joost Verbeek NoneI appreciate that. But it is a long time to hold a customer's question. What was agreed was a written answer. Where is it?
- Elena Novak NoneI asked for it and I have chased once. I will make sure it is chased again today, and I will say that you need a written correction or a written explanation.
- Joost Verbeek NoneAnd a date. So what is the plan?
- Elena Novak NoneI understand. I do not want to name a date for the finance team's work before I have checked it with them, because then it is my promise and not theirs. What I can commit to is this: I will speak to them today and write to you tomorrow with what they say, even if it is only that they need more time.
- Joost Verbeek NoneTomorrow. Good. That I can record.
- Elena Novak NoneThank you. Shall we turn to the ticket?
- Joost Verbeek NoneYes. Sanne raised it. The refresh was not complete at 07:00 again. It was high priority. It was answered, but the answer was thin.
- Elena Novak NoneI read the reply. I agree it was thin. It told you what was restarted but not why it ran late. I will ask engineering for the cause, in writing, and I will send it to you and to Sanne.
- Joost Verbeek NonePlease do. The merchant risk team looks at the picture at the start of the day. If it is stale, they stop trusting it. Then they go back to spreadsheets.
- Elena Novak NoneThat is exactly the outcome we must prevent. How is usage at the moment? I can see it is roughly level with the previous quarter.
- Joost Verbeek NoneFlat, yes. Which is not what I expected after the spring. Some people have gone quiet. I think a few of them lost patience.
- Elena Novak NoneI would not push a training session now, that would be the wrong signal. I suggest we first fix the refresh and the invoice, then I offer a short refresher for the account managers once they have had a few reliable mornings.
- Joost Verbeek NoneThat order makes sense. Trust first. Training after.
- Elena Novak NoneAgreed. Let me confirm the actions. One, I speak to finance today and write to you tomorrow about the invoice. Two, engineering writes the cause of the late refresh, copied to Sanne. Three, once both are done, I propose a refresher session. Four, I send the notes today. Is that complete?
- Joost Verbeek NoneComplete. And Elena, I will say this once. We chose B-Brain, I signed the order form. I want it to work. But I hold you to what is written.
- Elena Novak NoneI understand, and I would expect nothing else. Thank you for saying it directly.
- Joost Verbeek NoneGood. Until tomorrow then. Met vriendelijke groet.
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