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 24, 2026
Payments/Claims:
• We have been experiencing some issues with claims flowing through our systems, which has resulted in instances of payment discrepancies. We will be paying outstanding claims this week and sending statements to impacted accounts in the coming days. We sincerely apologize and thank you for your patience. Please let us know next week if there are any further reconciliations required and reach out to your account manager.
• As previously noted, 30-day payment terms are being introduced in the coming week. You can expect to receive more information prior to launch.
• Some LCO 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:
• 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.
Orders and notifications:
• You are now able to see which, if any, LCBO-supplied 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.
• 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.
• We continue to monitor discrepancies in our online inventory and actual inventory/product availability and are prioritizing this issue for resolution. If you do not receive your full order, please submit a claim within 72 hours when possible.
Invoices:
• Some LCO customers have not been receiving shipping confirmation emails for LCBO-fulfilled orders, and emails that are received do not include necessary invoicing information for reconciliation purposes such as invoice number and company name. Both of these issues will be resolved when payment terms are introduced in the coming week.
• We have issued invoices manually this week, if you still haven’t received your invoice, please email lco@lcbo.com.
