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 grocery and convenience stores 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 July 10, 2026
Ordering and notifications:
• You are now able to see which, if any, products in your cart are resulting in “restricted” messaging, allowing you to remove affected products from your cart for a smoother checkout experience. Over the coming weeks, you should experience less instances of ”restricted” messaging in your cart. For EDI customers: EDI orders with “restricted” products are resulting in the entire order being cancelled (rather than simply removing affected product). While we are working to resolve this issue as soon as possible, customers should experience less instances of “restricted” products in their catalogues to cause such issues.
• Some orders are taking longer than normal to deliver – 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.
• Some convenience customers that shop online and pick up in store are experiencing issues picking up their orders. We have identified the root cause of this issue and are currently working to implement a solution. In the meantime, consider ordering 15 cases or more for delivery.
• There have been some instances of price differences of certain products in wholesale.lcbo.com. We have removed affected products from lcbo.com and wholesale.lcbo.com until the issue has been resolved. Affected customers will be contacted directly to process reconciliations.
Payments and invoices:
• We’re aware that grocery stores with alternative ODRP arrangements with The Beer Store had not been invoiced since April 1. We are now in the process of invoicing for P1 and will be in touch with relevant customers shortly.
Claims:
• Some grocery and convenience customers are still experiencing an error message when submitting a claim. As a result, we are extending the 72-hour deadline while we work on fixing this issue.
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.
• When signing BOL, if you are unable to count at the time, please write “Subject to Count” on 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 with 72 hours of delivery.
Reminders
Order administration:
• We have implemented a solution to allow corporate office users to utilize the same email address for multiple customers. While this solution still requires separate profiles/logins for each customer, we hope this alleviates the challenge of needing a separate email address for each.
• We continue to evaluate a more fulsome solution to enable order administration for multiple customers under one user profile and will provide an update when available
Invoice visibility:
• As was discussed during stakeholder sessions before launch of FSM, convenience stores are no longer able to see invoices in the system; instead, invoices are sent to registered email accounts daily. We recognize that this is a change for convenience store retailers.
Onboarding:
• It may take longer than normal for newly licensed retailers to get onboarded to LCBO. Thank you for your patience and reach out to your account manager if you have any questions.