Future State Modernization Ongoing Improvements

Future State Modernization R1B (April 1): Ongoing improvements 

This page provides updates on key ongoing improvements related to the launch and update of several LCBO systems on April 1, as part of LCBO’s Future State Modernization. It includes the work underway to resolve any issues, assuring suppliers and agents have the latest information. This page will be updated at a minimum on a weekly basis.  If you experience issues, not reflected on this page, please continue to connect directly with your LCBO representative. We appreciate your patience and understanding as we all adapt to new systems and processes.  

Issues status: As of June 12, 2026

LCBO Gateway:    

• On June 10, we encountered a technical issue briefly affecting access to LCBO Gateway. The issue was resolved quickly, with a total downtime of approximately three hours. We apologize for any inconvenience this may have caused.

Reporting:

        • Narrowcast: An issue causing last week’s PO status reports to display originally requested quantities versus actual confirmed quantities has been resolved. A historical PO summary report (capturing PO-related information during the timeframe where Narrowcast reports were unavailable) was recently sent to suppliers/agents. Please contact merchandising.support@lcbo.com if you have any questions.

        • Sale of Data: Unfortunately, we continue to encounter inaccurate data feeds in particular fields of the P1 report. We are working to ensure that all data is accurate before releasing it to suppliers. We will keep you posted on timing for distribution.

Payments:

         • We previously shared that some out-of-province suppliers (including international suppliers) were incorrectly paid Ontario HST for POs issued April 1 and onwards and received by May 17. Impacted suppliers were contacted this week regarding these payments, and will now see postings in Gateway regarding reconciliation of affected payments.

         • Ongoing adjustments are being made for POs received after May 17 and impacted suppliers will be notified accordingly. We are supporting foreign suppliers with appropriate documentation to prove that any HST paid will be deducted.

As always, we encourage you to reach out to accounts.payable@lcbo.com with any questions or concerns about payments.

Existing products:

         • We continue to work through the backlog to add existing products to catalogues, but suppliers can expect to take longer than usual (up to 2 weeks). Thank you for your patience.

         • We are aware that some wholesale customers are receiving an error message stating “restricted products” when placing an order. This issue is being prioritized for resolution by our technical teams.

New products:

         • Since April 1, we have brought ~3,300 new SKUs to market (across direct delivery, general list, Vintages, and Specialty Services products); however it is taking longer than usual due to the large volume of new products awaiting  setup.

         • We are prioritizing seasonal products (i.e. Craft Beer program, Holiday Gifting), as well as products on upcoming paid programming, Vintages releases, and Events. We will notify impacted agents directly if any shifts to release dates must be made.

         • We also continue to actively monitor outstanding Specialty Services products. The majority of new vendors will be onboarded by the end of this week, and related SKU setup will follow.

If you have questions related to impacts on product release dates, new POs, or planned promotional activity, please contact your category representative.

LCBO.com / wholesale.lcbo.com:

         • We continue to monitor discrepancies in our online inventory and actual inventory/product availability and are prioritizing this issue for resolution.

         • A technical glitch causing some Monday store hours to display incorrectly on lcbo.com has been resolved.

Transportation/Carriers:

         • Inbound shipments to LCBO are moving and the backlog is actively being reduced. More than 90% of general list orders have been picked up.

         • Some of the inbound-to-LCBO delays have been traced back to incorrect pickup addresses in our records. Next week, we will reach out to authorized agents to confirm the pickup address for each of their vendors (by SKU). We’ll reconcile the addresses provided with those in our system to catch any lingering discrepancies and mitigate future issues.

         • Specialty Services orders are being processed, with containers and trailers being picked up and moving through the network toward our distribution facilities daily. However, some consolidation orders are experiencing delays, and an existing backlog continues to result in delays of several weeks.  We are working closely with our carrier partners to execute interim workarounds to keep product flowing where required, and are reallocating internal resources to work collaboratively with carriers on ensuring proper order flow (i.e. orders are sent, received, confirmed etc.). ETA on product arrival may be unavailable as we work through the existing backlog, but our priority is to move all freight as soon as possible.

Reminders

Need support?

         • Payment-related items or advices: accounts.payable@lcbo.com  

         • Pricing questions: pricing@lcbo.com  

         • General listing-related questions: merchandising.support@lcbo.com  

         • Transportation questions: Transportation@lcbo.com

         • LCBO Gateway: 

            o   POs, Invoices/Payments, Access Changes, Technical Issues: Log a 'Support Request' in Gateway.

            o   Access requests/MFA issues, email lcbogateway@lcbo.com

Specialty Services

         • Product inquiries: psrequests@lcbo.com

         • Agent inquiries: psinfo@lcbo.com

         • Agent order submissions: orderrequests@lcbo.com

         • Consignment invoice requests: privateorderingpicks@lcbo.com 

LCBO Gateway:

Gateway enhancements: We have received feedback from suppliers on proposed enhancements to Gateway. One of these enhancements is the ability for bulk purchase order (PO) confirmations/downloads. We are pleased to share that we expect to have a solution in place to enable the bulk upload/download of POs by the end of the summer. This will streamline the order confirmation process. While our focus remains on highest priority issues that impact our supplier and customer experience, other Gateway enhancements will be considered as able. We will keep you updated if and when changes can be made.

Reconciliation of payments: To support reconciliation efforts, we’ve outlined different approaches to access payment and PO information depending on when the order was placed.

         • For orders placed April 1 onwards, all order details can be found in Gateway. When an invoice is queried, the PO number can be found under the PO number field, which can be used to query order details within Gateway.  The exception to this is deliveries made directly from source to LCBO retail stores. Details of payment are available in Gateway but cannot be downloaded. The process remains the same as our legacy systems where details of the receival can be found on an invoice level including LCBO store number, item number, case cost, and case quantity. Improvements are expected later this year.

         • For orders prior to April 1, PO numbers for each payment can usually be found in the reference field on your payment advice, however we are aware that in some cases the PO field is not populating and are working on a resolution. Should this be the case, you can login to Gateway to reconcile payments with POs.

For direct deliveries from source to LCBO retail stores, the details for these orders are only available via Accounts Payable (accounts.payable@lcbo.com).  Copies of chargeback invoices dated up to March 31 can also only be retrieved by Accounts Payable.

If you need additional questions or clarification after reviewing Gateway, you can contact accounts.payable@lcbo.com.

Expanded product details: Additional product information for all newly-approved product submissions are temporarily being collected via an online form (separate from NISS). We recognize that collecting expanded product details from suppliers often requires multiple follow-ups from LCBO to validate and confirm accuracy, which may add to timelines. As a reminder, to help you prepare and gather the additional product information in advance of filling out the form, please refer to the reference guide.

Carrier visibility: As part of our transition to SAP, and move to align functionality with industry standards, vendors do not have visibility into assigned carriers within LCBO Gateway at the time of PO issuance. LCBO engages suppliers and logistics providers separately, and the carrier will contact suppliers for scheduling. We appreciate that this change is creating some initial concern about delays, particularly when new carriers are involved and onboarding/setup is required. Our expectation is that as we work past launch considerations, this will become a much smoother process.