Design the first open
Include one clearly named START-HERE.pdf or START-HERE.txt in every delivery. Its first screen should say what the buyer received, what to open first, and where the files are meant to be used.
Do not bury support contact details at the end. Put the preferred contact path beside a short list of information the buyer should include: order number, device, and the filename causing trouble—never a password or payment detail.
Answer the three predictable questions
Tell buyers where marketplace downloads appear, whether a ZIP must be extracted, and which app opens each format. Use device names rather than vague wording such as “open normally.”
Keep the main path short. Move printing, editing, and troubleshooting into a second page so a successful buyer is not forced through an error manual.
Make support measurable
Tag repeated questions by topic: access, ZIP, format, printing, editing, or license. When the same question appears twice, improve the instruction that should have prevented it.