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.
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 grocery and convenience stores 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
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.
• If you experience any issues with “restricted product” messaging in your cart, please reach out to your Account Manager for assistance.
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:
• Grocery stores with alternative ODRP arrangements with The Beer Store may have noticed they haven't been invoiced in recent months. We are working on ensuring the accuracy of these invoices while addressing any discrepancies in P1/P2 invoices issued in July.
• We will provide an update on outstanding invoices soon, and will connect with impacted customers on any issues related to previous invoices.
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:
• 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
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.
• 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.
Onboarding:
• It may take longer than normal for newly licensed retailers to get onboarded to LCBO. Thank you for your patience and reach out to your account manager if you have any questions.
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.