# Guided Cancel
source: https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/guided-cancel/index.md
**When issuers cannot connect with the merchant to facilitate the cancellation, the system can provide detailed instructions for the customer to do so.**
This process relies on the customer to go through the cancellation process directly on the merchant's website. By providing instructions for the location and steps to complete the action, Smart Subscriptions can provide helpful content to enable a sometimes difficult task.
### How it works {#how-it-works}
For some merchants, the user needs to perform the cancellation on their own, and we will provide detailed instructions tailored to that merchant, to guide the user through the process. The cancellation process can be displayed in the app, including a link to the specific location for subscription management.
Typically financial institutions are reluctant to directly open links to sites not under their control, so copying the link is a helpful workaround.
#### Follow up to confirm the cancellation {#follow-up-to-confirm-the-cancellation}
The system would not know whether the user was successful in cancelling the subscription until the next billing cycle. Since the user is responsible for following through with the cancellation, it is important to solicit the status from the user. Place this message clearly associated with the transaction. This gives the opportunity for the application to reflect the expected state of the subscription.
It is equally important to notify users if the subscription is billed again so they are aware that the cancellation was not completed.
### Experience prototype {#experience-prototype}
### Things to Know {#things-to-know}
There are times when the customer's subscription status and the status they report could be out of sync.
* The customer cancelled but did not update the app: In this case, when a transaction does not appear in the normal billing cycle, it is possible to recognize this and alter the status of the subscription in your application.
* The customer did not cancel but reported they did: The subscription will be marked as cancelled. When a new charge occurs for the subscription, it will be recognized as a unique new subscription in the system.
### Best Practices {#best-practices}
**These are suggestions specific to guided cancellation:**
**Notifications:** Since guided cancel relies on the customer to take manual action off the issuer app, surface notifications asking to confirm if they cancelled on the merchant site successfully or not.
**Messaging and copy:** Provide a link to the specific location for cancellation when a user encounters the guided instructions. Copy regarding how to cancel on the merchant site should be concise and general enough to get the customer to the right location and then follow steps as the merchant provides there.
**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).
### 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: [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)