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- LCBO’S FUTURE STATE MODERNIZATION
In 2023, the provincial government announced the modernization of the marketplace to create more convenience and choice for consumers. In addition to more retailers selling alcohol, it was announced that LCBO will become the exclusive wholesaler for all retail, bars and restaurants selling alcohol and a new ‘cost-plus’ wholesale pricing would be developed that was consistent for all retailers.
At the same time, LCBO has embarked on a multi-year program called Future State Modernization (FSM) that will strengthen our IT systems, and streamline our business processes, improving our operations for our company and our stakeholders.
Staying updated on Future State Modernization Release R1B
This page provides a weekly update on key known issues related to the launch and update of several LCBO systems on April 1, as part of LCBO’s Future State Modernization.
It includes the status of key known issues and the work underway to resolve them, assuring LCBO Convenience Outlets have the latest information. Transparency is important to us, as is your feedback. If you experience issues, not reflected on this page, please continue to connect directly with your Account Manager.
Ongoing improvements: As of August 14, 2026
Orders and notifications:
• We are pleased to share that we have increased the capacity of our Quick Order tool to accommodate up to 250 SKUs, streamlining the order process for repeat/frequent purchases.
• Some orders are taking longer than normal to process – we appreciate your patience. As a reminder, we are reprocessing outstanding (aged) orders to ensure that orders are moving and the status is accurately recorded in our systems. This may result in email notifications for shipping or delivery confirmations for orders that you have already received, or for orders that remain outstanding. If you already have received your order, please ignore these notifications.
• While we have worked to resolve instances of price differences of certain products on wholesale.lcbo.com, please reach out to lco@lcbo.com to report any discrepancies.
• We continue to monitor discrepancies in our online inventory and actual inventory/product availability and are prioritizing this issue for resolution. If you do not receive your full order, please submit a claim within 72 hours when possible.
• If you experience any issues with “restricted product” messaging in your cart, please remove restricted items from your cart to complete checkout, and notify lco@lcbo.com.
Invoices:
• For orders placed on or after August 1, you will now receive an invoice that includes invoice number and company name. If you experience any issues, please email lco@lcbo.com.
Payments and claims:
• LCOs are now subject to 30-day payment terms which means that funds will be automatically withdrawn from your bank account (linked in Versa Pay) 30 days after the order date. As a reminder, you can choose to pay earlier than the 30-day terms by following ‘Pay Now’ instructions on your invoice.
• Some LCO customers are experiencing an error message when submitting a claim on wholesale.lcbo.com. While we work to resolve any other claim issues, we are extending the 72-hour deadline for those who experience issues submitting a claim. If claim is denied, you will now receive automated emails stating reason.
• Claims reminders:
• You can only submit your claim after you have received an invoice for the order and the order is in “Complete status”.
• If you receive an error message when submitting your claim, please contact your Account Manager.
• All claims must be submitted through wholesale.lcbo.com.
• Suppliers are unable to assist you with claims.
• LCOs received payment for outstanding claims. If your claim has been denied, you will now receive an automated email from LCBO specifying why your claim was rejected.
• Defaulting all claims to "subject to count" to provide additional flexibility. When signing the BOL, if you are unable to count at the time, please write “Subject to Count” on the BOL. You have 72 hours to ensure that the shipment is correct. If you experience an issue submitting a claim for a shortage, you must email your account manager within 72 hours of delivery. Please note: a full count is required for deliveries of ten (10) cases or less.
Information and resources
- Training module: Claims submission and key FSM changes
You can contact your Client Service Coordinator with any questions or email lco@lcbo.com.