Tell buyers exactly what they received
Name the product and every delivered file type. If the package includes a ZIP, say that it must be extracted before the files inside can be opened.
Keep the first path short: download, extract if needed, then open with the software named in the listing. Product-specific setup can follow after those universal steps.
Keep Etsy download steps current
Etsy’s official buyer help currently directs signed-in buyers to Etsy.com, Your account, and Purchases, where Download Files appears beside the order. It also says digital purchases cannot currently be downloaded through the Etsy app.
Link to Etsy’s own help article instead of reproducing a long platform manual. Recheck the source before publishing because marketplace navigation can change.
Set a useful support boundary
Ask for the order number, device, and exact filename so you can investigate without collecting unnecessary personal data. Never ask a buyer to send a password, one-time code, or payment details.
Review every generated sentence. The free template supplies a starting structure; only the seller knows the product’s real formats, compatibility, license, and support promise.