# Automated Cancel
source: https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/automated-cancel/index.md
**Customers are able to request cancellation of subscriptions within the issuer app, with the user experience dependent on the type of connection the issuer has with Mastercard.**
**API direct connection:** When a merchant is directly connected with an API to Mastercard, customers experience an automatic cancellation request, processing in seconds, providing them with confirmation quickly on the success of the cancellation request for a specific subscription.
**Merchant outreach:** Merchants participating in this option have a connection with Mastercard to accept and respond to cancellation requests. This automated cancellation can take up to 5 business days before the response of the cancellation request returns to the customer.
### Their differences {#their-differences}
The main difference of these two issuer integrations is that with API direct connection, cancellation is practically instant for the customer. With merchant outreach, a request is sent to the merchant and the final result of that request may be delivered back to the customer in up to 5 business days.
### API Direct Cancel: How it works {#api-direct-cancel-how-it-works}
Through automated requests sent from your app to the participating merchant, and a small amount of customer-required information, cancellation processes can turn around responses instantly.
### Merchant Outreach: How it works {#merchant-outreach-how-it-works}
Through automated requests sent from your app to the participating merchant, and a small amount of customer-required information, cancellation processes turn around responses within 5 business days. Some merchants may respond sooner than others.
Customers will be notified about the success or failure of the cancellation within the banking app, according to the notification methodologies the issuer offers and what the customer has opted in for.
### Experience prototype {#experience-prototype}
### Unsuccessful states {#unsuccessful-states}
Cancellation requests can result in the unsuccessful outcome states. Both forms of automated cancellation can result in the same kinds. There are seven common unsuccessful messages, each with unique wording to help customers understand what happened and what their best next steps are. In some cases, the customer can attempt the action again; in others, they cannot. Some scenarios require the customer to contact the merchant directly to complete their request.
Tip: Read more about [Unsuccessful and Successful States](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/unsuccessful-successful-states/index.md) for understanding other outcomes and how to message about them.
### Possible information requested from customers {#possible-information-requested-from-customers}
Merchants may require some variation of information from customers to complete the cancellation requests. Some common examples are:
* Email used for service
* Alternate email
* Phone number
* ZIP code
* Mailing address
* Invoice number
* Account number
* Product
### Best practices {#best-practices}
These are suggestions specific to automatic cancellation:
**Notifications:** With merchant outreach, notifying customers about any change in their pending status, being either successful or not, is helpful in building and maintaining trust. Consider the notification options that are offered and if they are inclusive of Smart Subscription features, or if a new set of notifications should be introduced to customers.
**Messaging and copy:** With merchant outreach, convey the larger waiting period that a customer may weight for confirmation of their cancellation request, to help set their expectations. With any request sent or confirmation of success, be sure to include the date and confirmation number to the customer.
**Accessibility:** When integrating any of these cancel designs, be sure to maintain proper accessibility in their treatments to ensure comprehensive usage by all customers.
**Driving engagement:** Increase awareness of subscription management controls by surfacing them across key entry points in the experience. From subscription detail screens, list views, and notifications, clearly signal that users can view and manage their subscriptions. Read more in [Moments that matter](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/moments-that-matter/index.md).
### Additionally supported functionalities {#additionally-supported-functionalities}
With automated cancellation, issuers are able to offer customers additional features, such as [Cancel with Retention Offer](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/cancel-with-retention-offer/index.md) and [Cancel with Payment Stop](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/cancel-with-payment-stop/index.md). [Guided Cancel](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/guided-cancel/index.md) is another option for customers to cancel a subscription when a merchant does not opt in to automated cancellation with issuers.
### High fidelity flows and assets {#high-fidelity-flows-and-assets}
For the best viewing experience of the flow, click the **full screen mode** option or **zoom** using the controls located on the right.
Next: [Guided Cancel](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/guided-cancel/index.md)