How Pastidea grew its reviews 1.8x with WhatsApp delivery updates
Pastidea's Italian-made pasta dies come in over 200 shapes for Philips, Kenwood, KitchenAid and professional machines, and ship worldwide. When carrier delivery emails often failed to reach customers, Pastidea moved its delivery updates to WhatsApp. Here's what changed.
When delivery emails stop getting through
Pastidea designs and makes pasta dies in Italy: more than 200 shapes in bronze, POM and mixed materials, certified for food contact, built to fit Philips, Kenwood, KitchenAid and professional extruders. Home cooks and pasta labs order through the Pastidea web store and Amazon, and parcels leave their site near Como for customers worldwide.
Carrier emails were the weak link. Almost one in two customers had switched off seller emails in their account settings, so delivery notices from GLS or DHL often didn't get through. Missed deliveries piled up: around 20 shipments a month went on hold, and each one meant extra work for the team.
Pastidea has used ShippyPro since 2025 and runs seven active carriers, including GLS, BRT, MyDHL, FedEx and InPost, from one dashboard. In October 2025 they switched on WhatsApp notifications. Six workflows now run on their own: shipping updates for web store and Amazon orders (with dedicated versions for MyDHL), plus review requests after delivery.
"Support requests have actually fallen. Many customers –almost one in two – have disabled seller emails in their
account settings, so delivery notification emails from GLS or DHL often don't get through. But WhatsApp messages are delivered. (...) It's been an improvement both in cost and, above all, in the workload of managing non-delivery cases."
Updates that land where customers read them
ShippyPro sends a WhatsApp message automatically when a shipment reaches a set tracking status, using pre-approved templates. Nobody sends anything by hand, and the team only steps in when a delivery actually needs attention.
Customers get a WhatsApp update before the courier arrives, so they're ready for the parcel. On-hold shipments fell from 20 to 5 a month.
Once a parcel is delivered, a message asks for a review with a direct link, right when the customer is happiest. Review volume grew 1.8x.
Customers who know where their parcel is don't write in. Support requests at Pastidea fell after WhatsApp went live.
Where WhatsApp paid off
A post-delivery WhatsApp reaches customers right when the parcel lands. Between October 2025 and March 2026, Pastidea collected 180 Trustpilot reviews, compared with 200 in the previous 12 months. Today its profile holds a 5.0 TrustScore across 1,096 reviews.
A heads-up before the courier arrives means fewer missed attempts and fewer parcels on hold. Pastidea went from 20 on-hold shipments a month to 5. Every failure prevented saves €4 to €8 in re-shipping costs.
