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.
Future State Modernization: Progress update and ongoing improvements
LCBO has been making steady progress in refining and optimizing your experience following the transition of our financial and order systems on April 1, 2026. Following large transformations of this type, it can take time to settle into business as usual, so we’d like to provide you with an update, and on our progress and take this opportunity to thank you for your patience and collaboration over the last several months.
Progress to-date
LCBO has been working in tandem with suppliers and wholesale customers to identify and resolve system issues, and deliver meaningful improvements to the user experience. In particular, we restored the ability to submit claims through wholesale.lcbo.com, made claims information easier to access, and simplified the process for uploading supporting documents/photos. We addressed the root cause of several key issues that were causing issues, such as ‘restricted products’ that appeared in your cart and prevented checkout. We also implemented a new tool in-store to streamline the checkout experience, and recently fixed an issue affecting the information shown on in-store receipts.
Ongoing improvements: As of October 16, 2026
We recognize there is still work to do to improve your overall experience. While we continue to provide weekly updates, we would like to highlight a couple of areas of current focus:
Shopping online:
• While we have worked to resolve instances of price differences of certain products on wholesale.lcbo.com, please reach out to licensee@lcbo.com to report any discrepancies.
• We continue to monitor inventory between the new and legacy systems. A small number of inventory variances are being investigated, and the team is taking appropriate steps to mitigate any potential impacts to order fulfillment. If you do not receive your full order, please submit a claim within 72 hours when possible.
Claims:
• Some customers are experiencing an error message when submitting a claim on wholesale.lcbo.com. While we work to resolve any claims-related issues, we have extended the 72-hour deadline for those who experience issues submitting a claim. If a claim is denied, you will receive an automated email stating the reason.
Reminders
Onboarding:
• If you have not received access to order on wholesale.lcbo.com within two weeks of receiving your AGCO license, please contact licensee@lcbo.com for assistance.
Order administration:
• We have increased the capacity of our Quick Order tool to accommodate up to 250 SKUs, streamlining the order process for repeat/frequent purchases.
Claims:
• You can only submit your claim when the order is in “Complete status”.
• 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.
