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 hospitality licensees 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 September 25, 2026
Online orders and notifications:
• While we have worked to resolve instances of price differences of certain products on wholesale.lcbo.com, please reach out to licensee@lcbo.com to report any discrepancies.
• If you experience any issues with “restricted product” messaging in your cart, please reach out to licensee@lcbo.com for assistance.
• 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. If you do not receive your full order, please submit a claim within 72 hours when possible.
Claims:
• We have resolved a technical glitch which prevented some claims from being resubmitted after a previous failed submission.
• We have also resolved a glitch which prevented some customers from accessing their claims details.
Reminders
Onboarding:
• It may take longer than normal for newly-licensed hospitality licensees to onboard with LCBO. While we work to get these customers online access as soon as possible, we encourage them to shop our retail stores. Our store employees can put a special measure in place so your in-store orders can be processed going forward.
Order administration:
• We have increased the capacity of our Quick Order tool to accommodate up to 250 SKUs, streamlining the order process for repeat/frequent purchases.
• Corporate office users are able to utilize the same email address for multiple customer accounts. While this solution still requires separate profiles/logins for each customer, it alleviates the challenge of needing a separate email address for each.
Claims:
• You can only submit your claim when the order is in “Complete status”.
• When signing the BOL, if you are unable to count at the time, please write “Subject to Count” on the 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 within 72 hours of delivery. Please note: a full count is required for deliveries of ten (10) cases or less.
