• Report an issue with syndication

    Report an issue with syndication

  • Please submit separate issues for individual retailers.

    This is very important for our processes, so we can effectively communicate with the correct retailer contacts and to to ensure the correct areas are checked prior to your submission.

  • IMPORTANT! If you have already contacted Partner Hub regarding your products, you do not also need to submit a ticket with our team. Partner Hub will reach out to us if required.

  • IMPORTANT! For assistance with syndication for the following retailers, please do not fill out this form. These retailers utilise our SKUcapture service and manage syndication internally. Please instead contact our support team, support@skuvantage.com, who will be able to guide you through the syndication process:

    • Kmart
    • Target
    • Healthy Life
    • Endeavour Group retailers (Dan Murphys, BWS)
    • Coles Liquor Group retailers (Liquorland, First Choice, Vintage Cellars)
    • ALM retailers
    • Terry White Chemmart
    • Direct Chemist Outlet
    • Sigma
    • IHG/Mitre 10
    • Jaycar
    • Nutrien Ag Solutions
    • Countrywide

  • ERROR: Only Chemist Warehouse accepts Rich Content. This option is not relevant for other retailers.

  • Regarding product data!

    Retailers do not pull all product data from SKUlibrary, some of it is handled via their internal systems/masterdata. If your issue relates to the following, contact your category manager at the relevant organisation instead of submitting this form:

    • Coles, Chemist Warehouse, Woolworths: Product Titles, Country of Origin (COL/CoOL)
    • Chemist Warehouse & Coles: TGA information
  • Woolworths AU & NZ syndication checklist

    Woolworths AU & NZ syndication checklist

    Please carry out the below checks to confirm that your product is eligible for syndication to Woolworths AU and/or NZ.

  • If your issue relates to one of the following, please contact the Partner Hub support team (partnerhub@woolworths.com.au) and they will be able to assist you:

    • Content present in Partner Hub, but not reflecting on Woolworths AU/NZ online
    • Content repush requests from SKUlibrary to Partner Hub

  • ACTION: Navigate to the product in SKUlibrary via search. Check for the Subscribed To filter down the left side. 

    Subscriptions will come through as WOOLWORTHS for AU or WOOLWORTHS_NZ for NZ.

    If the product does not have a subscription, ensure it is set up correctly in Partner Hub and contact their team to subscribe. Check out this help article for detailed instructions.

  • If the product does not have a subscription, the content cannot be sent to Partner Hub. We cannot investigate any issues where a product does not have a subscription.

    If you need help with getting a product subscribed by Partner Hub, please reach out to their support team at partnerhub@woolworths.com.au or read this help article in SKUlibrary.

  • ACTION: Log in to your Partner Hub account and check...

    • Source: Go to the Displayed on Pack and Images tabs located in My Account. Check SKUvantage is set for both and is not 'Supplier provided in Partner Hub'.
    • Barcode: Check the Sellable Article (single unit) has the correct Primary checkbox ticked. This must be the single unit and match the EAN field in SKUlibrary.

    Read our help article for more information on setting up your products in Partner Hub.

  • Unfortunately, we cannot investigate any issues where SKUvantage is not set as the Images/Data source and/or the correct barcode is not set as 'primary' in Partner Hub, as the content will not be feeding through. Please ensure these are set before reporting an issue.

    If you need any help with setting your products up in Partner Hub, please reach out to their support team at partnerhub@woolworths.com.au or read this help article in SKUlibrary.

  • ACTION: Go to the product in SKUlibrary and check the top of the product page for any validation errors. For example...

    Please read these help articles for further information on the data validation:

    • TGA validation
    • NIP validation

  • If your product is TGA regulated or contains a Nutritional Information Panel (NIP), then the content will not be sent to Woolworths unless all mandatory fields are populated. We cannot investigate issues for products that do not meet the validation as content will not be flowing through. Please check the error message on the top of the product page in SKUlibrary and update your product data. If the product is eligible, content will automatically be sent through once the validation error is resolved.

    Please read the linked help articles for further information:

    • TGA validation
    • NIP validation

  • ACTION: Go to the product in SKUlibrary and check the top of the product page for any rework messages. For example...

    Read this help article for more information on rework messages.

  • If your product has a rework message applied by Woolworths, then this will need to be resolved before they can accept the new content. Please fix the rework message. Content will automatically be resent to Woolworths once updated in SKUlibrary.

    Please read this help article for more information on rework messages.

  • For Woolworths to accept new images for food products, the Country of Origin Label (CoOL) statement on the images must exactly match the CoOL statement present on the website.

    Action: Go to the product page on Woolworth's website (NOT PartnerHub) and check that the CoOL displayed exactly matches the CoOL on the images in SKUlibrary.

    If they do not match, you will need to update the CoOL via PartnerHub. This information is not pulled from SKUlibrary.

    Read our help article for more information on CoOL requirements.

  • Woolworths will not accept new images if the Country of Origin is not accurate online. We do not feed them this data, so it must be updated in Partner Hub - ideally prior to publishing changes to the product. The full Country of Origin Label statement needs to be updated on the website and must be an exact match to the images, in order for Woolworths to accept the content. To resolve, ensure the CoOL is updated on Woolworths' online then contact the Partner Hub support team to push the images to online.

  • ACTION: On the product page, toggle the Image Details button to check your image resolution.

    If images are below 2000px or 300DPI, please upload suitable images in order for Partner Hub to accept them.

  • The Partner Hub system will reject images that do not meet their size specifications.

    Once new images are uploaded and the product is published, the images will automatically be sent through to Partner Hub for Woolworths.

  • Coles syndication checklist

    Coles syndication checklist

    Please carry out the below checks to confirm that your product is eligible for syndication to Coles

  • ACTION: Locate the product online by going to:

    https://www.coles.com.au/product/[ColesCode]

    Only live, ranged products will appear on the website. To find out when a product will go live, contact your category manager.

  • We cannot check syndication for products that are not yet ranged or live on the Coles website. Please find out ranging information from your category manager before submitting an issue. Coles have advised that new lines will go live on the website two days after they are ranged in store, this is always on a Monday.

  • ACTION: On the product page, under the CODES section, check if there is a Coles Code present.

    If there is no Coles Code, check the EAN listed on your product is correct and is set up in Coles' system. If this is an NPD, allow more time for the Coles masterdata to be updated.

  • Coles codes are loaded weekly based on new masterdata that Coles send us. If your product EAN is not found in the Coles masterdata the product will not have a Coles code and will not be able to be assigned to a product in the Coles system. 

    The EAN on SKUlibrary must exactly match the EAN in the Coles masterdata to link the products. Check that your EAN is correct and set up with Coles. If an NPD, allow more time for Coles to send updated masterdata through.

  • ACTION: Check World Region on the INFO tab of the product in SKUlibrary.

    World Region must be set correctly in order for content to be sent to Coles.

    World Region Sent to Coles?
    blank Yes
    AU Yes
    NZ No
    AU,NZ Yes

  • If World Region is set to NZ only, content will not be sent to Coles. This is to avoid content for New Zealand specific products making its way online incorrectly. Please update your World Region field in SKUlibrary to correct this.

  • Chemist Warehouse syndication checklist

    Chemist Warehouse syndication checklist

    Please carry out the below checks to confirm that your product is eligible for syndication to Chemist Warehouse

  • ACTION: Check World Region on the INFO tab of the product in SKUlibrary.

    World Region must be set correctly in order for content to syndicate to the relevant site. Refer to below table for clarity. 

    World Region CWH site
    blank AU
    AU AU
    NZ NZ
    AU,NZ AU and NZ

  • If World Region is not populated correctly, the Chemist Warehouse team will not be able to pull content for the relevant site. Please update the World Region field in SKUlibrary to have the content fed through, it will syndicate automatically once updated.

  • ACTION: Locate the product online by searching for the MyChemID on the site.

    Only live, ranged products will appear on the website. To find out when a product will go live, contact your category manager.

    For NPDs please allow additional time, CWH will put the product live on site with a single image only before content is fully synced from SKUlibrary.

  • If the product is not live on the site, we cannot syndicate content. SKUvantage does not control ranging on retailer sites.

    Products will go live on the Chemist Warehouse AU site with a single image before content is sent from SKUlibrary. CWH do not send us the product masterdata until the NPD is live on site. Allow additional time for NPD content to sync from SKUlibrary.

  • ACTION: Check the category branch of the product on Chemist Warehouse online. If it is in the Clearance section, they will not accept updates.

  • Once a product is put on clearance at Chemist Warehouse they can no longer accept updates to the content. Unfortunately, there is nothing from our end that can be done regarding this.

  • SKUlibrary product settings checklist

    SKUlibrary product settings checklist

  • The base requirements for sending product content from SKUlibrary to a retailer are to ensure the product is set up correctly in SKUlibrary:

    1. Product is in a PUBLISH status.
    2. Online Visibility includes the relevant retailer OR is set to All Retailers.
    3. Product has no future Online Date or past Offline Date set.

    We must also allow enough time for them to process the content through their system. For most, this is five working days, but it can take longer.

  • Unfortunately we cannot investigate an issue if the product is not set up correctly in SKUlibrary. Please check your product setup in SKUlibrary as per the above specifications.

  • Unfortunately we cannot investigate an issue if it has not been a minimum of five business days since the changes were made. Anything less does not allow the retailers enough time to process the content.

  • Issue summary

    Issue summary

    Provide a summary of the issue and a list of affected barcodes
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  • Your Contact Details

    Your Contact Details

  • Final review & submission

    Please check all of the below details are correct before clicking SUBMIT. Click BACK to make any changes.

  • By submitting this issue form for COLES you have confirmed the following for all included products:

    • Product page is LIVE on the Coles website with incorrect images or data.
    • Product is Published.
    • Product has Coles Digital included in Online Visibility.
    • Product has no future Online Date set.
    • Product has no past Offline Date set.

    If any of the above is not correct and you need assistance with resolving, please reach out to our support team at support@skuvantage.com for guidance instead of submitting this form.

  • By submitting this issue form for WOOLWORTHS you have confirmed the following for all included products:

    • Product does not have a validation error.
    • Product does not have a rework message.
    • Product is Published.
    • Product has Woolworths AU and/or Woolworths NZ included in Online Visibility.
    • Product is subscribed by Woolworths AU or Woolworths NZ.
    • Product has no future Online Date set.
    • Product has no past Offline Date set.
    • If a food product, CoOL on the website matches the label on the image.
    • If image related, images meet Woolworths minimum specs.

    If any of the above are not correct and you need assistance with resolving, please reach out to our support team at support@skuvantage.com for guidance instead of submitting this form.

  • By submitting this issue form for CHEMIST WAREHOUSE you have confirmed the following for all included products:

    • Product is live on the Chemist Warehouse site.
    • Product is not on clearance on the Chemist Warehouse site.
    • Product is Published.
    • Product has Chemist Warehouse AU and/or Chemist Warehouse NZ included in Online Visibility.
    • Product has no future Online Date set.
    • Product has no past Offline Date set.

    If any of the above are not correct and you need assistance with resolving, please reach out to our support team at support@skuvantage.com for guidance instead of submitting this form.

  • Submission Details

    Name: {name}

    Email: {email}

    Company name: {nameOf}

    Retailer: {whichRetailer}

    Content affected: {issueAffects}

    Number of products: {totalNumber}

    Summary of issue: {summaryOf}

    Product Codes & Retailer Codes: {skulibraryProduct35}

  • Should be Empty: