Agent Pickup Instructions and FAQs

1. Booking Appointments

·   All pickups at Trillium require an appointment. For instructions on how to book an appointment at Trillium review the Opendock Manual.

·   There are no same day appointments. Deadline for booking next-day appointments is 2 PM. Appointments can be booked up to 7 calendar days in advance.

 

2. Agent Yard Entrance

·   Enter yard up to 30 minutes early and no more than 15 minutes late from appointment.

·   Enter yard through dedicated entrance for agent pickups. 

·   At gate, provide appointment time and confirmation number. 

·   Dock door assignments will be provided.

·   If dock is occupied, park in waiting area that matches assigned dock.

 

3. Agent Loading Docks

·   Provide the following information at dock to pick up order:

(i) All Shipment Numbers included in the appointment

(ii) Agent Name

(iii) Number of cases related to the Shipment Number(s) for pick up

·   A lift table will lower order(s) to ground level.

·   Perform a case count to validate order, then sign shipping documentation.

·   Exit the yard.

 

FREQUENTLY ASKED QUESTIONS (FAQs)

 

AGENT PORTAL: 

 

1.  Where can I get details on the Agent Portal?  

To request a copy of the Agent Portal Manual, email psinfo@lcbo.com.

 

2.  What is the deadline to make payments in the LCBO Agent Portal?  

For next day pickup, make your payments in the LCBO Agent Portal by 1PM. (Note, 2PM deadline to make your appointment bookings in Opendock).

 

3.  Will I be invoiced by LCBO or Trillium?

You will be invoiced by LCBO.

 

4.  What is the difference between an RMA and VRMA? 

Return Merchandise Authorization (RMA): Products must be physically returned to Trillium; for the following reason codes: CE (Customer Error); CR (Customer Return) or DMGE (Damaged)

Virtual Return Merchandise Authorization (VRMA): Products are not to be returned to Trillium; for the following reason codes: NMCHANGE (Name Change) or REPRICE

 

5.  How can I order product after a VRMA has been approved and received?   

Contact PrivateOrderingPicks@lcbo.com or your B2B Representative with the following information: 

·   New Customer # 

·   Original PO # and Item # 

·   VRMA # and Invoice # 

·   Quantity to be invoiced  

 

6. How can I pay for an order that was returned on a VRMA? 

Flip the Virtual Warehouse Payments flag on the Invoice Payment screen in the Agent Portal -- Review the Agent Portal Manual for details.

 

7.  How can I create a Mixed Case item in the Agent Portal?  

·   Create the single items that make up the Mixed Case in the Agent Portal  

·   Submit the vendor quote for the Mixed Case item to your B2B Representative for approval 

·   Upon approval, create the Mixed Case item and change the Mixed Case flag in the Agent Portal to YES. Add all the single items in the Mixed Case item in the Description 2 field 

·   Create the order using the Mixed Case item number 

·   Review the Agent Portal Manual for details. 

 

8.  What are some key terms on the Stock on Hand report? 

 

In Lot Statistics view:

·   Quantity on Hand: amount that is pickable

·   On Hold Quantity: amount that is not pickable

·   Committed Quantity: amount that is on order

·   Notification Date: date the product is available for sale and when the charges kick in

 

Lot Movement History (Agent) view:

·   You can find the receipt date in this view. See the Transaction Date corresponding to the Movement Code RE-Received

 

PICKUPS

 

9.  Where do I pick up my order? 

There is a dedicated entrance for agent pickups at the Trillium Supply Chain Facility located at 205 Speirs Giffen Ave, Caledon, ON L7C 3M8.

 

10.  Where can I find the Confirmation Number and Appointment Time required to enter Trillium?

Once you book your appointment in Opendock, wait to receive an email with this information.

 

11. What if I notice an error with my order, either at the dock or after I leave? 

Pick errors should be addressed at the dock. It is your responsibility to inspect the shipment carefully and then sign off on the documents. 

 

12. How will I know the picking status of my order?

Once picking is complete and the order is packed, you will get an email indicating Order Status Pack Complete.  You will also receive invoice(s) upon shipment completion.   

 

13. Can an agency send multiple vehicles for one appointment?

No. Each vehicle must have their own appointment Confirmation Number to enter the yard.

 

14. Can I arrange a pickup for multiple agents at the same time?

A courier can pick up for multiple agents during one appointment as long as all the Shipment Numbers were submitted as part of the same appointment booking.

 

15. If I have multiple appointments, can I wait in the yard?

If a driver has separate appointments that are not back-to-back, the driver must leave the yard and re-enter as per the next appointment time.

 

16. What if I don’t finish loading my order within my appointment time, will I have to leave?

You should have enough time to load and go within your appointment time. The time allocated is based on 120 cases per hour, rounded to the quarter hour. For example, if you have 60 cases you will be allocated half an hour. This represents 2 cases per minute, including the time to check your order. If unforeseen reasons impact your dock time, support will be provided.

 

17. Are the docks located outside or inside?

The docks are outside, with a canopy above for protection against the weather.

 

18. What are the green lights at the agent docks for?

The lights are associated with call/assistance buttons. To operate, see the dock numbers above the button and push the applicable button. This triggers the light, both inside and outside the building, that alerts Trillium staff that someone needs help. Wait for support. 

 

19.  Can I request my shipments on the dock in a specific order/sequence?  

The order that you have the shipments listed into Opendock is the order that you will receive the shipments from Trillium.  

 

20.  For store deliveries, is there a time limit to pick up my order at the store?  

All orders sent to LCBO store network must be collected within 21 calendar days. 

 

QA/LAB

 

21.  What do suppliers need to mark on the cases?  

The LCBO Product Packaging Standards ensure the safe handling of beverage alcohol products throughout the end-to-end supply chain, including transportation to warehouses and to retail. Compliance is mandatory and a condition of doing business with the LCBO.

Effective January 1, 2024, the following LCBO Product Packaging Standards will be prioritized for active enforcement for all products including Vintages and Specialty Services products, flowing through the Trillium fulfillment centre:

   ·  Shipping container barcodes are required on all product shipping containers (e.g. cartons, trays). The shipping container barcode (GTIN-14/SCC-14) is used at the warehouse to scan all shipments in and out of the inventory management system; stores will also scan the SCC barcode on receipt of shipments to transfer the product into the store’s inventory

  ·  Bottle partitions are required to ensure product stability and protection against damage or breakage

  ·  A GTIN barcode is required on all consumer selling units (formerly known as UPC or EAN code) to scan them in and out of the inventory.

  ·  All consumer selling units must have a lot code. In addition, it is a recommended industry practice that the corresponding lot code is also applied to the shipping container, together with the LCBO purchase order (PO) number. In the event of a recall or product inspection, the lot code and the PO number will help you isolate the affected product as efficiently as possible. For more information on product traceability requirements you may access the following resource: Traceability and Lot Code Requirements.

Starting January 2024, non-compliant product packaging will be subject to corrective action which may include corrective packaging and/or application of penalties for non-compliance.

 

22.  What is the QA/Lab process?

Products requiring lab tests are transferred from Trillium to the LCBO Lab. You will be notified by your Speciality Services B2B Representative with details. To ensure efficient flow of inventory and access to your POs, vendor shipments must comply with all aspects of the PO and labelling requirements. This will help avoid delays associated with rework on noncompliant shipments.

 

23.  Is there any flexibility if the vintage year on the PO is different than the one shipped?

Vendor shipments must comply with all aspects of the Purchase Order and the LCBO’s packaging and labelling requirements. If the Purchase Order is not shipped as requested, it will have to be corrected with charges for the associated costs. That includes correcting the information on the cartons if they refer to the cancelled PO.