Member Support Center
Looking for answers? Explore our FAQs below to find solutions to the most common questions. Simply click on each section to reveal more details.
6.4.24 – SPINS acquires The Data Council, creating a smarter content management platform for the natural product industry. Please click HERE for the press release.
We understand you will have questions. Please know our teams are working tirelessly to be better together and we will be updating our valued members as updates occur. For now, it’s business as usual. Please check back here for updates. Thank you!
The Data Council is an image and data service provider. IX-ONE is the industry’s choice for product data and images. As the dominate platform for trusted and reliable product content, distributors, and retailers access supplier content to power their marketing, e-commerce, planogramming, merchandising, supply chain, and warehousing operations.
The IX-ONE Exchange is the single-source solution platform, where distributor and retailer partners can access to GS1 compliant supplier images, +1000 data points for each of your products – all available for easy download. Our service is a critical process to bringing standardized, verified product images and attributes to life within many systems throughout the industry. It combines comprehensive packaging information including weights, dimensions, nutritionals, certifications and attributes alongside an extensive image set needed for logistics, planogramming, e-Commerce, and marketing activities. Key industry retailers and distributors rely on IX-ONE for trusted and accurate product content, including: Whole Foods Market, Sprouts Farmers Market Fresh Thyme Market, New Seasons, The Fresh Market, UNFI, KeHE, and more.
As industry innovators, Data Council continues to advance the industry now offering enhanced product syndication with Digital Asset Management and Product Information Management solutions to more effectively handle product content. Our introduction of GS1 certified GDSN data pool services extends our reach and ability to deliver content anywhere it needs to go.
Visit www.gorivir.com to learn more.
YES – but with good reason! Our commitment to our mutual trading partners is that we will weigh, measure, image, collect and verify all product content from live retail ready product through our Professional Capture Services. The Professional Capture process will be completed at all selling levels of the product (unit, inner pack or shelf caddy, and case).
It is critical that you receive your shipping authorization from The Data Council support team and that a full retail ready master case for each item is shipped as we provide images and data for all package levels. As the leading platform for trusted and reliable product content – distributors, and retailers access supplier content to power their marketing, e-commerce, planogramming, merchandising, supply chain, and warehousing operations. Our service combines comprehensive packaging information including weights, dimensions, nutritionals, certifications and attributes alongside an extensive image set needed for supply chain logistics, planogramming, e-Commerce, and marketing activities.
Click HERE for a video on how to package for shipping to our studio to ensure professional capture.
Before shipping products to SPINS IX-ONE for imaging and data capture, please submit your product information through the Product Load Resource Center.
Once your submission has been reviewed, you will receive shipping authorization and detailed shipping instructions, including the correct studio shipping address.
Please do not ship products until you have received shipping authorization. Studio locations and shipping instructions may vary, and shipping without authorization can cause intake delays.
Products sent for capture should be retail-ready and representative of how your brand should appear to our mutual trading partners.
Product being sent to IX-ONE for first time capture or re-capture (if your product has changed) requires submission of a Product Load Form using 2 short steps (obtain current Load Form and once completed submit it). This is necessary to ensure a smooth check-in at our studio and to avoid capture delays or product loss for you, our valued Member. Please do not ship without receiving shipping authorization from your Data Council support.
STEP 1: Access Product Load Form Resource Center by clicking HERE. Download Product Load form using the BLUE button and find instructions for completing.
Products being sent to SPINS IX-ONE for first-time capture or re-capture must be submitted through the official Product Load Form. Using the current form helps ensure a smooth studio check-in and reduces the risk of capture delays.
After your Product Load Form is submitted and reviewed, you will receive a follow-up email with shipping authorization and detailed shipping instructions.
Please do not ship products to the studio until you have received shipping authorization.
For additional guidance, the Product Load Resource Center includes FAQs about completing the form and best practices for shipping products to the studio.
Click HERE to view a video on how to package products for shipment.
Important note: To receive check-in, exception, and publication notifications, please make sure your current contact email is on file. Notifications are sent from [email protected], so please add this address to your safe senders list.
Product being sent to IX-ONE for first time capture or re-capture (if your product has changed) requires submission of a Product Load Form. This is necessary to ensure a smooth check-in at our studio andto avoid capture delays or product loss for you, our valued Member.
STEP 1: Obtain a authorized Product Load Form from our Product Load Resource Center.
STEP 2: Complete Load Form and submit via Product Load page for our Professional Capture Services.
Once submitted, a follow up email with shipping authorization and detailed instructions will be sent to you. The Product Load Resource Center also contains more details with FAQ’s about completing the form as well as best shipping practices. Click HERE for a video on how to package for shipping to our studio to ensure professional capture.
IMPORTANT NOTE: If you wish to receive notifications of check-in, check-in exceptions and product capture publications (made active), please be sure you have notified us of your current contact email. These notifications come from a non-monitored system generated email box “[email protected]” – please be sure to add this address to your SAFE SENDERS list.
To add Exchange users to access your portfolio, please use blue Request Access button at the upper right corner of this screen.
To remove Exchange users, please click HERE to complete a Request Support.
If you forgot your password, select the Reset Password link HERE.
After submitting your request, you will receive an automated email from [email protected] with a secure link to create a new password.
If you do not see the email within a few minutes, please check your spam or junk folder.
For answers to common billing questions, invoice information, payment options, and other finance-related topics, please visit the Member Finance & Billing Resource Center by clicking HERE.
If you need to update your company address, billing contact, primary contact, or other account information, please submit a Member Account Update Form by clicking HERE.
If you still need assistance, you may contact our Finance team directly:
Phone: 904-512-3200 (Option 3)
Email: [email protected]
Products sent to SPINS IX-ONE for professional imaging and data capture are not returned after capture is complete.
Once capture is completed, all non-perishable products are donated to local food charities whenever possible. Perishable products are discarded after capture.
If you require documentation for donated products, click HERE to access the donation receipt.
Advanced Search allows you to narrow your results and locate specific products or product groups within the SPINS IX-ONE Platform.
For step-by-step instructions, select the blue Help question mark in the upper-right corner of the platform and search for “Advanced Filter.”
Log in to the SPINS IX-ONE Platform and search for the product you would like to access.
To download product content, navigate to Reporting and select the Product report.
To download product images, navigate to Reporting and select the Digital Asset report.
If you need additional assistance, select the blue Help question mark in the upper-right corner of the platform for step-by-step guidance.
To create a report for a specific group of products, use the Reporting module and apply filters to narrow your results.
Advanced filters can be used to create custom product lists based on your reporting needs.
For step-by-step instructions, select the blue Help question mark in the upper-right corner of the SPINS IX-ONE Platform and search for "Advanced Filter."
There are several reasons why an item may not appear in the SPINS IX-ONE Platform.
Common reasons include:
- The item was marked as discontinued.
- The item was updated and the UPC may have changed.
- The item has not yet been submitted for professional capture or publication.
- The item was submitted but is not yet active or available for viewing.
If your item has not yet been submitted for capture, please visit the Professional Capture Services support page to begin the submission process.
If you still need assistance after reviewing the above, please use the contact options at the bottom of this page.
To discontinue a published product, log in to the SPINS IX-ONE Platform and update the product status from your product profile.
Before discontinuing an item, please note that this will remove the product from visibility within your product module and may also prevent mutual trading partners from accessing the item, even if the product is still in market circulation.
For step-by-step instructions, log in to the platform and select the blue Help question mark in the upper-right corner.
To update your company address, primary contacts, billing contacts, or other non-product account information, please complete the Member Account Update Form.
This form should be used for account-level updates only. Product-related updates should be completed within the SPINS IX-ONE Platform or through the appropriate product submission process.
SPINS IX-ONE has a comprehensive “NO RETURNS” policy with no exceptions. This means that we do not accept any return requests, regardless of the circumstances.
We appreciate your understanding and cooperation as we strive to streamline our processes and provide the best possible service to all our members. If you have any concerns or questions, feel free to reach out to our customer support team.
RIVIR is a GS1 certified Data Pool featuring state-of-the-art advanced technology, an enterprise level Product Information Management (PIM) and Data Asset Management (DAM) tool and advanced network monitoring to ensure accuracy, success, and security.
RIVIR’s PIM/DAM solution can help you manage your product information and digital assets in one place. This will help you work more efficiently and effectively with your partners. You will be able to create accurate and consistent product content for all of your channels. Using RIVIR’s PIM/DAM solution can help shorten your time-to-market and improve customer experiences.
Great question! Even though The Data Council has joined the SPINS family, we’re still in the process of fully integrating under our new branding as SPINS IX-ONE. For the time being, we’re continuing to operate separately, and your membership for access to RIVIR remains important. We’ll keep you in the loop with any updates or changes along the way!
If you were unable to find the answer to your specific concern or if you simply would prefer to speak with someone directly, please select an option below.
If you’re unable to log into IX-ONE, it could be due to our platform migration to RIVIR currently in progress. Please check your email for important information regarding the next step required. Completing the migration form is essential for regaining access to your IX-ONE portal.
Once your shipment is on its way, please submit the tracking information through the Member Inquiry form below and select Tracking information for product shipped.
Providing tracking helps the SPINS IX-ONE team monitor incoming shipments and connect your products to the correct submission.
Please note that submitting tracking does not mean the product has been received or checked in by the studio. Once the shipment arrives, products will move through the standard intake, imaging, and data capture process.
The Data Council launched our new RIVIR platform and was acquired by SPINS at roughly the same time in 2024, things have become a little confusing to some of our members. We wanted to take a minute to try to clear things up a little.
We are SPINS IX-ONE! IX-ONE is our innovative industry-wide product image and content solution. While IX-ONE is an amazing tool, it isn’t a company, it’s a solution, a brand. If you accessed your IX-ONE product images in 2024 and before for content via the internet, the platform you used was called EXCHANGE.
In 2024, we developed a new platform called RIVIR. RIVIR will replace EXCHANGE and deliver an upgraded user experience. But despite RIVIR becoming the successor to EXCHANGE, we’re still the same industry-wide product image and content solution, IX-ONE!
As mentioned, IX-ONE isn’t a company, it’s a solution, a brand. Our company’s name is The Data Council. You might see it on an invoice, on our website, or in a contract. But it’s just that – our company name.
And SPINS? SPINS acquired The Data Council in May of 2024. So, in short: SPINS owns The Data Council. IX-ONE is The Data Council’s product image and data solution. The platform used to access IX-ONE over the Web was EXCHANGE but is transitioning to RIVIR.
Hopefully this clears things up a little.
After completing the process through the Professional Capture Services page, you will receive shipping authorization with details to ensure a smooth check in process. Once the item(s) checks in, your primary account contact on file will receive a confirmation email (Please add [email protected] to your safe senders list.) Additionally, you will receive a confirmation email at the time of publication of your item(s) indicating it is now ACTIVE and visible to our trusted partners. Please note, however, that visibility for your team may not be available for up to 24 hours of receiving this message. It will also be IMPORTANT that you take a moment to log in HERE to review your item(s). Please respond with questions or concerns by clicking HERE within 30 days of receiving this message.