# Notifications and Messaging
source: https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/moments-that-matter/notifications-messaging/index.md

### Why this matters {#why-this-matters}

Subscription actions can span multiple screens and multiple days. Notifications and messaging make that complexity feel simple. When users know what is happening and when to expect updates, trust rises, and support calls drop. Transparency is the backbone of a good subscription experience.

## Notifications {#notifications}

Notifications keep users informed, guide next steps, and bring them back when something matters. They support trust and ongoing engagement.  

### Critical notifications that guide the entire journey {#critical-notifications-that-guide-the-entire-journey}

![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/action-required.png)

#### Action required {#action-required}

Remind the user to come back and complete a task.  


Example use case: Guided Cancel   


Recommended timing: Send after 1--2 hours if the user has not completed the step.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/status-update.png)

#### Status updates {#status-updates}

Surface status for cancel or payment stop actions. Provide closure and clarity.  


Example use cases: Cancellation Successful or Cancellation Failed   


Recommended timing: Instantly (Merchant Outreach takes 2--5 days, so set expectations and notify users as soon as anything changes.)
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/lifecycle-update.png)

#### Lifecycle updates {#lifecycle-updates}

Prepare users for changes in billing.   


Example use cases: Promotion ending soon   


Recommended timing: usually 3--7 days before, plus a day-before reminder.

### Match notification channels to user needs {#match-notification-channels-to-user-needs}

#### In-app messaging {#in-app-messaging}

For confirmations, status changes, and contextual updates while users are browsing.

#### Push notifications {#push-notifications}

For anything that needs attention or updates on long-running flows (like Merchant Outreach).

#### Email {#email}

For long-form confirmations, compliance needs, or users who prefer email.

### Messaging {#messaging}

Users should never feel unsure about what they are about to initiate. Surfacing the "why" and "what happens next" helps reduce hesitation and surprises.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/manage-subscription.png)

#### Make actions self-explanatory {#make-actions-self-explanatory}

A button labeled "Cancel" can easily be mistaken for a standard "close" or "go back" action, especially in mobile contexts where Cancel often dismisses modals or forms. Descriptive text under key actions or provide a clear descriptive label like "Cancel subscription" so actions never feel generic.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/set-expectations.png)

#### Set expectations upfront {#set-expectations-upfront}

Give users clear, simple explainers so they understand what an action will do before they commit. Short banners like "How it works" remove uncertainty and reduce hesitation. Call out Merchant Outreach timelines when relevant.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/instructions.png)

#### Provide clear, step-by-step instructions when needed {#provide-clear-step-by-step-instructions-when-needed}

Help users complete tasks that require actions outside the app (merchant sites, identity verification, deep links). Clear instructions reduce drop-off and confusion.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/drive-users-to-action.png)

#### Drive users towards action {#drive-users-towards-action}

When a user must complete a step outside the app (merchant site, email, copied link), the system should clearly surface when their task is incomplete. Action required states prevent cancellations from stalling and help users finish what they started.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/subscription-cancelled.png)

#### Treat success as a clarity + value moment {#treat-success-as-a-clarity--value-moment}

When something succeeds (cancel, payment stop), spell it out clearly. Include the confirmation date, what changes next, and any billing caveats (like "you may still see one more charge"). Use this as an optional chance to reinforce value, such as highlighting potential savings or offering a gentle, contextual promotion.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/cancellation-unsuccessful.png)

#### Make pending and unsuccessful states explicit and guided {#make-pending-and-unsuccessful-states-explicit-and-guided}

When an action is pending or unsuccessful, tell users exactly what it means, how long it may take, and what they should expect next. If they need to take action, say it plainly. For Merchant Outreach, be clear that processing may take days and that a final charge may still occur.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/faqs.png)

#### Make FAQs the Safety Net {#make-faqs-the-safety-net}

Clear, predictable answers in-app prevent calls and chats to support. FAQs are often the only place to cover merchant-specific caveats that users need before they feel confident completing an action.
![](https://static.developer.mastercard.com/content/consumer-clarity/uploads/offer-applied.png)

#### Carry dates, status changes, and confirmation IDs across every view {#carry-dates-status-changes-and-confirmation-ids-across-every-view}

Users anchor their understanding in concrete details. When dates, renewal cycles, confirmation IDs, and status changes appear consistently across screens, there is no guessing or re-interpreting what is happening.

### See it in context {#see-it-in-context}

Find full copy examples in the high-fidelity Figma assets. Each screen shows how messaging and states appear in the actual UI.
![Figma file](https://static.developer.mastercard.com/content/consumer-clarity/uploads/figma.svg)
[Access Figma file](https://www.figma.com/design/ChtfTZgyUb2c605GcGJMqP/Smart-Subscriptions-Assets?node-id=33-113282&t=QZS5QjMRFRHFAVBX-0)

Next: [Use Cases](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/overview/index.md)