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 July 3, 2026
• Payments:
• Some LCOs are receiving charges for the amount of product ordered and not the amount of product shipped. If you experience this issue, please work with your account manager directly to submit a claim.
• There have also been instances of delayed payments for approved claims. We are happy to report that we are pushing payments weekly on Wednesdays. Please let us know if there are any further reconciliations required and reach out to your account manager.
• Orders and notifications:
• You will now be able to see which, if any, products in your cart are resulting in “restricted” messaging preventing you from checking out. This will allow you to remove “restricted” products from your cart for a smoother checkout experience. Over the coming weeks, you should experience less instances of ‘restricted’ messaging in your cart.
• Some orders are taking longer than normal to deliver – we appreciate your patience. To ensure that orders are moving and the status is accurately recorded in our systems, we are re-processing orders. You should be aware that this may mean that you get 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. This process should be complete by the end of next week.
• We continue to monitor discrepancies in our online inventory and actual inventory/product availability and are prioritizing this issue for resolution.
• Claims:
• Some LCBO Convenience 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:
• New: Defaulting all claims to "subject to count" to provide additional flexibility.
• 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.
• Invoices:
• We recognize that your invoices do not include some information including invoice number and company name. We’re pleased to share that this will be resolved by July 17.
• If you have not been receiving any invoices, you can expect this to be resolved by the end of July.
