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 September 11, 2026

Sale of Data reporting:

• Weeks 1-20 (including period 1-5) files are available on the SOD website. However, we continue to work through minor discrepancies and will be refreshing all files over the coming weeks. As files are updated, we will share what discrepancy has been updated for each report.

• Once files up to week 20 have been refreshed, we will focus on posting week 21 and onward.

• Please report any anomalies or discrepancies to saleofdata@lcbo.com. Your feedback helps to ensure the continued quality and accuracy of the reporting.

Payments:

• As a reminder, non-Ontario suppliers will continue to see adjustments to payments for POs received before July 16 as these invoices incorrectly included Ontario HST. Adjustments are clearly noted on payment advices and Gateway payment documentation, and we will continue to support foreign suppliers with appropriate documentation to prove that any HST paid will be deducted.

• If you are experiencing any payment-related issues, please email accounts.payable@lcbo.com and include relevant details.

Product onboarding:

• Timelines for Specialty Services products have mostly returned to normal. A few isolated issues remain causing a handful of items to take longer than normal.

• When it comes to general list items, we are continuing to work through a backlog of items. What you should know:

o  LCBO has increased resources to focus on backlog items, streamlined data requirements, and is introducing process improvements to accelerate product setup while ensuring data quality standards are upheld.

o  We remind suppliers can help accelerate product setup by providing complete information upfront and responding quickly to requests for clarification.

• Seasonal products (i.e. Craft Beer program, Holiday Gifting), as well as products on upcoming paid programming, Vintages releases, and Events are being prioritized.

• We recognize that we need to modify and streamline the product set up time, and we are working towards that as a matter of urgency. Again, we appreciate the patience shown by our suppliers.

• As a reminder, as applicable, we will be:

o  refunding prorated P1-P3 costs for any missed programming, or programming that could not be fully executed.

o  extending listing sell-through timelines to ensure SKUs are not delisted because of listing delays.

o  forcing store load-ins or not charging for expired inventory in LCBO warehouses due to delays in seasonal listings.

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 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.

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: 

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

• 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:

• In August, we launched two enhancements in Gateway – the ability to confirm POs in bulk for large-volume suppliers, and the ability to download POs in bulk with line-level details. These changes are expected to reduce the administrative effort required for order confirmations and payment reconciliation. If you have questions, review the training materials.

• LCBO Gateway SmartAssist is an AI-powered chatbot designed to provide fast, consistent answers and/or step-by-step guidance for common Gateway questions and processes using information from existing documentation and support resources found on Doing Business with LCBO. SmartAssist can be accessed by authorized LCBO Gateway users through Doing Business with LCBO, or from the Updates & Alerts app in Gateway. Learn more.

Reconciliation of payments:

• All order details can be found in LCBO Gateway. When an invoice is queried in the Invoices app, you may click into the PO (PO Number column) and the associated payment (Payment Document Number column) to view both the PO and payment details that each invoice is associated with.

• The exception to this is deliveries made directly from source to LCBO retail stores (details can be provided by accounts.payable@lcbo.com). 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.

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

Carrier visibility:

• As part of our transition to SAP, and move to align functionality with industry standards, suppliers 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.