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 June 19, 2026
Ordering and notifications:
- Some orders are taking longer than normal to deliver – we appreciate your patience. To ensure that orders are moving and the status is accurately recorded in our systems, we are re-processing orders. You should be aware that this may mean that you get 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.
- Some customers are receiving an error message stating “restricted products” at the cart stage. This issue is being prioritized for resolution by our technical teams and we are aiming to have a solution in place by the end of July. In addition, you will soon be able to see which products are causing the notification so they can be removed from your cart.For support, contact lcbogroceryoperations@lcbo.com (for grocery customers), groceryandconvenience@lcbo.com (for convenience customers), or your account manager if this impacts your order.
- Some convenience customers that shop online and pick up in store are experiencing issues picking up their orders. We are actively looking into this issue and will provide an update as soon as it’s been resolved. In the meantime, consider ordering 15 cases or more for delivery.
- We continue to monitor discrepancies in our online inventory and actual inventory/product availability and are prioritizing this issue for resolution.
- There have been some instances of price differences of certain products in wholesale.lcbo.com. For example, bottle deposit fees for select products may be displaying incorrectly, resulting in inaccurate pricing. We have removed affected products from lcbo.com and wholesale.lcbo.com until the issue has been resolved. Affected customers will be contacted directly to process reconciliations.
Payments and invoices:
- We’re aware that grocery stores with alternative ODRP arrangements with The Beer Store have not been invoiced since April 1. We are actively investigating this issue and will share more information when available.
- Some customers are not directly receiving invoices for LCBO purchases. Currently, we have a manual workaround in place and are working on correcting the root issue. This issue should be corrected by the end of July and we will provide an update when it has been fixed. Please contact your account manager if you experience issues.
Claims:
- Some grocery and convenience customers are still experiencing an error message when submitting a claim. As a result, we are extending the 72-hour deadline while we work on fixing this issue. Additionally, some grocers are experiencing a “planned maintenance underway” error when trying to submit a claim for a closed order. We are working to resolve this and please contact your account manager if you experience this issue.
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.
- New: When signing BOL, if you are unable to count at the time, please write “Subject to Count” on 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 with 72 hours of delivery.
Reminder
- Invoice visibility: As was discussed during stakeholder sessions before launch of FSM, convenience stores are no longer able to see invoices in the system; instead, invoices are sent to registered email accounts daily. We recognize that this is a change for convenience store retailers.
- 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.
Information and resources
- FAQs
Please contact your Account Manager with any questions.