Your support ticket: follow-up
Email thread Strensall Merchants · support
Bethan Lister made a change after Neil Craven's ticket. Neil checked three trade accounts against branch data, found them matching and nothing slow, and asked for the ticket to be closed. He praised the phone support.
What was said
What this says
As at Fri 9 Oct 2026Bethan Lister made a change after Neil Craven's ticket. Neil checked three trade accounts against branch data, found them matching and nothing slow, and asked for the ticket to be closed. He praised the phone support.
Ask: Neil had seen trade credit and branch teams get different views of the same customer. Bethan made a change at BG-Demo's end and asked him to compare B-Viz with the branch system.
Customer view: the first two accounts matched on 21 Nov 2025, and the third matched after a check with the credit team on 25 Nov 2025. He wanted to be sure before telling anyone it was sorted.
Next: Bethan closes the ticket. The thread does not show the root cause.
The thread
Updated 9 Oct 26Messages
Bethan Lister 20 Nov 2025 17:49Hi Neil, I've picked this up following the ticket you raised. Just so I've got this right: the problem you saw was on your side of the account, in what the trade credit and branch teams see for the same customer. Tell me if I've misread that. We've made a change at our end. Can you try this and tell me what you see? 1. Sign in to B-Viz as you normally would. 2. Open one of the trade accounts you were checking before. 3. Compare what the page shows with what the branch has on its own system. If anything still looks off, send me the account name and the exact wording of anything B-Viz shows you, and I'll look at it straight away. Thanks, Bethan
Neil Craven 21 Nov 2025 15:08Bethan, Thanks for the quick turnaround. Had a look this afternoon. Looks much better, the page matches what the branch is telling me on the first two accounts. Still need to check a third with our credit team, they're out until Monday. What's the builder actually seeing is what I care about, so I'd rather be sure before I tell anyone it's sorted. I'll come back to you early next week. Cheers, Neil- Bethan Lister 24 Nov 2025 11:49Hi Neil, Thanks, that makes sense. I'll keep the ticket open until you've had a chance to check the third account with your credit team. No need to rush it. When you do look, can you tell me whether the figures agree and whether anything takes longer to load than you'd expect? If it all lines up, just say so and I'll close it with you. Thanks, Bethan
- Neil Craven 25 Nov 2025 12:39Bethan, Checked with credit this morning. Third account lines up too, and nothing slow. All good from our end, you can close it. Appreciate the help. Good to know someone picks up the phone when it matters. Cheers, Neil