Printable version of this page:
FAQ - Appointment bookings, Pickups at Trillium and More
LCBO 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, you have until 2PM 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; can be used 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; can be used for the following reason codes: NMCHANGE (Name Change), REPRICE or SHORT
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?
To pay for an order that was returned on a VRMA, you must flip the Virtual Warehouse Payments flag on the Invoice Payment screen in the Agent Portal. For more details, review the Agent Portal Manual.
7. How can I create a Mixed Case item in the Agent Portal?
Complete the following steps to 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
- · For more details, review the Agent Portal Manual.
8. What’s changed on the Stock on Hand report?
In Lot Statistics view:
- · ‘Is Pickable’ and ‘Receipt Date’ fields have been removed
- · 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
APPOINTMENT BOOKINGS
1. How do I book an appointment?
There is an online appointment scheduling portal called Opendock. Go to www.Opendock.com for the portal.
2. Can a contracted carrier/third-party delivery company use the portal to book a dock appointment?
Yes. A party authorized by the agent can book an appointment.
3. How do I book an appointment to pickup for multiple agents at the same time?
A courier can pickup for multiple agents during one appointment as long as all the Shipment Numbers were submitted as part of the same appointment booking. If a driver has separate appointments for different pickups and the times are not back-to-back, the driver must leave the yard and re-enter as per the next appointment time.
4. Can I book same-day appointments?
There are no same day pickups.
5. What is the cutoff time for next day appointments?
You must make your booking in Opendock by 2 PM within the timeslots available at that time. If you log on after 2 PM, there will be no available options for next day pickup. The available booking times are Monday – Friday from 6:15 AM to 5 PM.
6. How far in advance can I book appointments?
Appointment bookings can be placed 7 calendar days in advance of the pickup.
7. Can I select my own pick up time?
You can select from the available booking appointment slots at the time of your booking. The sooner you pay for your order each day, the more selection of appointment times you have.
8. Can I make a "recurring" pickup appointment since I pick up every day?
The LCBO is currently running a pilot project on recurring appointments with a limited number of agents. The LCBO is exploring opportunities to expand to additional agents. More details to follow.
9. How will I know the amount of time needed to pick up my order?
You will receive an email after requesting the appointment in Opendock with the time and duration of your appointment. 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.
10. Can I make an appointment for both a pickup and a return?
You must book two appointments. First make an appointment for the pickup; then make an appointment for the return. Try to select similar times for both appointments. In the Special Instructions field of the return, indicate the Appointment Number of the pickup appointment.
11. Why am I getting an error message after booking my appointment?
Opendock includes some system validations. For example if you enter an invalid Shipment ID you will receive an error message.
12. What are the statuses in Opendock:
Requested: When you initiate an appointment or make changes to an appointment, you will receive an email indicating the appointment is in Requested status.
Confirmed: When all Shipment Numbers entered are valid, the Appointment Status will change to Confirmed.
Confirmed, with Errors: If your appointment has at least one valid Shipment Number and some errors, you will receive a Confirmed, with Errors email. You should correct before the appointment cut off time.
Correction Required: If all Shipment Numbers in the appointment are invalid. You should correct within 1 hour, or the cutoff time, whichever is earlier (starting from the time of the original appointment).
Correction Required, Recurring: This status is applicable to only Recurring Appointments only. If all Shipment Numbers in the appointment are invalid, you should correct before the cutoff time for the appointment.
Post Cutoff Changes: You will receive this message if you make changes to appointments after the cutoff time. Do not make changes after the cutoff time. Post cut off changes will not take effect.
Post Cutoff Changes, With Errors: You will receive this message if you make changes to appointments after the cutoff time that include errors. Do not make changes after the cutoff time. Post cut off changes will not take effect.
Canceled: You may receive an Appointment Cancellation email for various reasons including:
- · If you cancel an appointment in Opendock
- · If you have uncorrected errors
- · If you miss an appointment; Trillium treats as a No Show and Cancels at 6PM that day
- · If Trillium experiences a significant event preventing the building from operating properly
13. What are the errors in Opendock:
Order Not Found: You may receive this error for various reasons including:
- · If you enter a mistyped Shipment Number
- · If you enter your Shipment Number too soon after payment – You must always wait at least 6 minutes after making your payment in the LCBO Agent Portal before requesting your appointment in Opendock
- · If you make the appointment during the Black Out period: Monday to Sunday – 1AM – 7AM
Order already Shipped: You will receive this error if your Shipment Number was already shipped. You must correct.
Shipment already on other Appointment: You will receive this error if your Shipment Number was used on another appointment. You must correct.
14. Do I really need to address error messages? What happens if I don’t do anything?
Address all errors right away. Appointments with errors run a risk of automatic cancellation.
15. Why did I get an “Order Not Found” error?
You may receive this error for various reasons including:
- · If you enter a mistyped Shipment Number
- · If you enter your Shipment Number too soon after payment – You must always wait at least 6 minutes after making your payment in the LCBO Agent Portal before requesting your appointment in Opendock
- · If you make the appointment during the Black Out period: Monday to Sunday – 1AM – 7AM
16. How can I fix an “Order Not Found” error -- if you mistyped the Shipment Number?
Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Edit Appointment. Update the Shipment Number. Click SAVE CHANGES. Wait to receive the Appointment Confirmation notification.
17. How can I fix an “Order Not Found” error -- if you didn’t wait 6 minutes; or paid and booked during Blackout?
Edit the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Edit Appointment. Make any change (eg add the letter, eg “A”). Click SAVE CHANGES. Wait to receive the email notification. Then, go back to the page. Refresh the page. Click Edit Appointment. Change to the correct shipment number and click SAVE CHANGES. Wait to receive the Appointment Confirmation email.
Depending on the number of Shipment Numbers it may be easier to cancel and rebook. Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Cancel Appointment. Wait for email notification. Then rebook.
18. How can I fix a “Shipment already on other Appointment” error?
You can not use the same shipment on multiple appointments. If you got this error, you’ve likely entered it on two different appointments. You must make the correction to the existing appointment and may need to delete the shipment from the other appointment or cancel the other appointment. Follow the instructions on how to cancel/edit appointments. Note after every change, you must wait for the notification email and refresh the page before making any other changes.
19. How can I fix a “Correction Required” error?
Correction Required notifications require your immediate action as they may be automatically cancelled in one hour or before the cutoff time, whichever is earlier, if you do not correct. Review the associated error message and follow the instructions to edit.
20. Are there any restrictions on when I can make payments and book appointments in Opendock?
Yes. There is a blackout period from Monday to Sunday – 1AM to 7AM. DO NOT make Opendock appointment requests during the Blackout Period.
21. Can I cancel or change my appointment?
Yes. Please understand that appointment times are limited. If you must cancel, do so BEFORE the appointment time. To cancel the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Cancel Appointment. A pop up will appear. Click Confirm Cancellation. Note that you can only cancel an appointment before the appointment time.
22. Opendock is not letting me cancel my appointment. What should I do?
This is likely because the appointment time has already passed. Wait until after 6PM -- The missed appointment should be cancelled by Trillium.
23. How can I reschedule my appointment?
Please understand that appointment times are limited. If you must reschedule, do so BEFORE the appointment time. To reschedule the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Reschedule Appointment. Follow the steps to Reschedule.
24. I missed my appointment, what do I need to do to rebook?
You will not be able to rebook an appointment with the same Shipment Numbers until the missed appointment is cancelled. Note you CAN NOT cancel the appointment AFTER the appointment time. Wait until after 6PM -- The missed appointment should be cancelled by Trillium. Once the missed appointment is cancelled, you will be able to rebook to another date and time (note, not for a next day appointment since past the cutoff time).
25. How do I edit appointments?
Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Edit Appointment. Make the change. Click SAVE CHANGES. Do not make any other changes until you receive the email notification and then refresh Opendock before clicking EDIT Appointment again.
26. If I have a scheduled dock appointment and Trillium can’t meet the commitment (e.g. snow clearing issues) will I be notified?
If Trillium experiences a significant event preventing the building from operating properly, you will receive a cancellation email for all your affected appointments.
27. Why am I receiving Appointment Reminder emails?
You will receive Appointment Reminders for appointments greater than 24 hours. You will not receive Appointment Reminder emails if the appointment is within 24 hours.
28. Why am I not getting any email notifications?
Notifications are sent to the email address associated with the Opendock account. If you do not receive any notifications, check your junk mail.
29. What is the best browser for Opendock?
Google Chrome is the recommend browser to use Opendock. You may experience issues if using outdated operating systems and unsupported browsers.
PICKUPS
1. Where do I pick up my order?
The Trillium facility is located at 205 Speirs Giffen Ave, Caledon, ON L7C 3M8. There is a dedicated entrance for agent pickups. Click here for the directions and yard map.
2. What do I need to have with me to pick up my order?
You must provide your Appointment Number to enter the yard.
You must also know the following information to pick up your order at the dock:
- · Shipment Number(s) and RMA Number(s)
- · Agent Name
- · Number of cases related to the Shipment Number(s) you are picking up
3. 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.
4. How will I know the picking status of my order?
Once picking is complete and the order is packed, you will receive an Order Status Pack Complete email that shows the quantity picked details. You will also receive invoices upon shipment completion.
5. Can an agency send multiple vehicles for one pick up appointment?
No. Each vehicle must have their own appointment Confirmation Number to enter the yard.
6. What if I arrive early or late?
You can enter the yard up to 30 minutes early or not more than 15 minutes late. If your dock is not yet available, go to the waiting area. Park in the spot that matches your dock number assignment. Proceed to your assigned dock when it becomes available.
7. 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.
If unforeseen reasons impacting your dock time, support will be provided.
8. Are the docks located outside or inside?
The docks are outside, with a canopy above for protection against the weather during the loading process.
9. What are the green lights at the Trillium 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, alert Trillium staff that someone needs help. Wait for support.
10. For store deliveries, is there a time limit to pick up my order at the store?
All orders sent to LCBO network store must be collected within 21 calendar days.
11. How 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.
QA/LAB PROCESS
1. Do suppliers need to put the Item # and PO # on the cases?
Yes. It is imperative that suppliers comply with the LCBO Product Packaging Standards and ensure all cases are marked with the Item # and PO #.
2. How does Trillium label the cases?
Cases picked up at Trillium do not have an outbound label. The previously used yellow label is no longer affixed to the case. You may notice white labels on cases, however this is for auditing purposes only. There is a white label applied to store deliveries.
3. 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, it is important that vendor shipments comply with all aspects of the PO and labelling requirements. This will help you avoid delays with rework as a result of noncompliant shipments.
4. Is there any flexibility if the vintage on the PO is different than the one shipped?
It is important that vendor shipments comply with all aspects of the Purchase Order and the LCBO’s packaging and labelling requirements. There will be no flexibility about any details of the Purchase Orders. 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. Vendors must comply with the LCBO packaging and labelling standard posted on the Doing Business with LCBO.
5. What are the packaging and labeling requirements for Trillium?
Vendors must comply with the LCBO packaging and labelling standard posted on the Doing Business with LCBO. Case markings must match the active Purchase Order and item number.
CUSTOMER SERVICE
1. Who can I contact for help?
If you have questions or require support, contact your Specialty Services B2B Representative or psinfo@lcbo.com.
Trillium staff are available at the facility to provide support with any shipment issues.
Do not contact Opendock or use the Opendock Chat feature for any questions.