LCBO’s Future State Modernization
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.
Future State Modernization: Progress update and ongoing improvements
LCBO has been making steady progress in refining and optimizing your experience following the transition of our financial and order systems on April 1, 2026. Following large transformations of this type, it can take time to settle into business as usual, so we’d like to provide you with an update, and on our progress and take this opportunity to thank you for your patience and collaboration over the last several months.
Progress to-date
LCBO has been working in tandem with suppliers and wholesale customers to identify and resolve system issues, and deliver meaningful improvements to the user experience. In particular, we restored the ability to submit claims through wholesale.lcbo.com, made claims information easier to access, and simplified the process for uploading supporting documents/photos. We also addressed the root cause of several key issues that were causing issues, such as ‘restricted products’ that appeared in your cart and prevented checkout.
Ongoing improvements: As of October 16, 2026
We recognize there is still work to do to improve your overall experience. While we continue to provide weekly updates, we would like to highlight a couple of areas of current focus:
Ordering and notifications:
• While we have worked to resolve instances of price differences of certain products on wholesale.lcbo.com, please reach out to groceryandconvenience@lcbo.com to report any discrepancies.
• We continue to monitor minor 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.
Delivery fees:
• We are aware that some convenience customers are experiencing issues related to delivery fees, such as not being charged the fee despite it appearing on the invoice, or being charged a fee inconsistent with the amount displayed on the invoice. If you have noticed any delivery fee-related discrepancies, please reach out to your Account Manager who can assist with reconciliation.
• Due to a technical glitch (now fixed), a small number of pickup-eligible convenience orders were defaulted to delivery, charging the customer a delivery fee. We are actively investigating these orders and will issue refunds of the fee to impacted customers.
Payments & invoices:
• ODRP invoices for P3 (May 24 – June 20) and P4 (June 21 – July 18) have been issued. If you note any issues related to your invoices, please reach out to your Account Manager.
Store pickup orders:
• Some convenience store customers are experiencing issues related to in-store pick up for orders of 15 cases or less. There have been instances of customers not receiving a notice when their order is ready for pickup.
• If you have not received this notice, you may check the status of your order on wholesale.lcbo.com. If the status is "Ready for Pickup" you can go pick up your order with your confirmation email. If the status is "Planned", you will need to wait until it is ready for pickup. LCBO retail employees will not release an order if the order has a "Planned" status.
Claims:
• Some customers are experiencing an error message when submitting a claim on wholesale.lcbo.com. While we work to resolve any claims-related issues, we have extended the 72-hour deadline for those who experience issues submitting a claim. If a claim is denied, you will receive an automated email stating the reason.
Reminders
Order administration:
• When placing a convenience order for pickup, please ensure your desired store is listed as the pickup location before confirming the order.
• We have increased the capacity of our Quick Order tool to accommodate up to 250 SKUs, streamlining the order process for repeat/frequent purchases.
Onboarding:
• If you have not received access to order on wholesale.lcbo.com within two weeks of receiving your AGCO license, please contact your Account Manager for assistance.
Claims:
• 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.
• 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.