When you collect payments via SEPA Direct Debit through Stripe in Kolleno, payments go through several statuses before completion.
SEPA is a delayed notification payment method, meaning payments typically take 5 business days to complete, though they can take up to 6 business days.
Understanding SEPA Payment Statuses in Stripe
Pending
The payment has been scheduled and submitted to the customer's bank via the SEPA network.
This is completely normal and expected. Payments typically remain in this status for 5-6 business days while processing. Learn more about SEPA Direct Debit timing.
Processing
Stripe is actively processing the payment with the bank. The payment is in the 5-day refusal window during which the customer's bank can accept or reject the debit.
Succeeded (Paid)
The payment has been successfully collected and confirmed by the customer's bank. Funds will be available in your Stripe balance based on your payout schedule. Standard settlement timing is T+6 (6 business days).
Failed
The payment could not be completed. Common reasons include insufficient funds, closed accounts, or mandate issues.
Disputed (Charged Back )
The customer disputed the payment through their bank. Customers can dispute up to 8 weeks without explanation, or up to 13 months if unauthorized.
Disputes are final and cannot be appealed. The amount and dispute fee are immediately deducted from your Stripe balance.
Refunded
The payment was refunded and returned to the customer. Refunds take 3-4 business days to process.
Wait at least 7 days after a payment before refunding to avoid double credits if the payment fails.
What to Do if a Payment Stays "Pending"
If it's been less than 6 business days:
This is normal — no action required
The payment is still processing
If it's been more than 6 business days:
Check the payment status in your Stripe Dashboard
If Stripe shows "Failed," review the failure reason and contact the customer
Status Matching Between Kolleno and Stripe
Kolleno Status | Stripe Status | Meaning |
Pending | Processing | Payment submitted and being processed |
Paid | Succeeded | Payment completed successfully |
Failed | Failed | Payment could not be completed |
Charged Back | Disputed | Customer disputed the payment through their bank |
Refunded | Refunded | Payment was returned to the customer |