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 August 21, 2026

Sale of Data reporting:

• Weeks 1-10 are available on the SOD website. A couple of areas to note:

• In the week 1 report, while grocery totals are accurate, some grocery line items are not captured. This is due to our April system changeovers. We are investigating whether a fix can be implemented and, if feasible, will reissue week 1 to include an updated breakdown of grocery totals.

• In week 9 and 10 reports, licensee dropship order data is missing; for week 10 only, some grocery banner breakdowns are understated (though grocery totals are correct). These reports will be refreshed by Sunday evening to include this data.

• Reports for weeks 11 and 12 and periods 1 and 2 are on track to be posted by Sunday evening.

• In cases where line items have no sales or inventory, reports may show all-zero records. These can be ignored as we will explore opportunities to streamline the report design to omit all-zero records.

• 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.

LCBO Gateway:

• As announced in today’s Trade Update, we have 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 or register to attend a drop-in support session. Thank you for your patience as we worked to implement these key enhancements.

• We expect the bug causing some debit notes in Gateway to omit key fields (vendor name/address, invoice and reference numbers) to be resolved within the next two weeks. This issue is impacting debit notes that are generated/printed in Gateway after the invoice line has been cleared. We know this documentation is critical to suppliers and are addressing it as a matter of priority.

Product onboarding:

• Good progress has been made onboarding new products (11,000+ since April 1) but we continue to have work to do to reduce products awaiting set up (i.e. backlog), and overall timelines.

• We are now utilizing a new automated tool that has significantly reduced the time required to set up new Specialty Services products. We expect to be caught up on current outstanding items within the next two weeks. By the end of August, timelines for the setup of net-new products should return to normal.

• When it comes to general list items, there is a combination of factors leading to a backlog:

• Since April, suppliers have been completing an ‘Expanded Product Details Form’ (EPDF) for all newly approved products to gather additional information not captured in NISS, an interim measure until product submissions move into LCBO Gateway. We have updated the EPDF to eliminate duplicate information captured in NISS, streamline the supplier/agent experience, and expedite the product application process.

o   We remind suppliers that a timely response to product submission questions, including the EPDF, leads to a faster overall process. To help you prepare and gather the additional product information in advance of filling out the form, please refer to the reference guide (now updated to reflect the updated form).

• Meanwhile, LCBO has increased resources to focus on backlog items. We are also looking at opportunities to refine processes, while continuing to ensure that strong data governance standards are upheld.

• 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:

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

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

• 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 

Hospitality licensees shopping in store:

• A solution to streamline the in-store checkout experience for hospitality licensees is now active in all LCBO stores, eliminating the manual price override process that had been in place since April 1.

LCBO Gateway:

• 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.