Updated July 28 2021
LDB Wholesale Operations | WCC Order Handbook 1
Table of Contents
Table of Contents ...... 2 Contact Information ...... 4 General Information ...... 7 Business Tools ...... 9 Definitions ...... 11 Wholesale Customer Centre (WCC) ...... 14 Order Guidelines ...... 14 Pallet Returns ...... 16 Ordering Guidelines ...... 16 Order Requirements Continued...... 18 WCC Customer Order Methods & Benefits ...... 19 10% Bottle Restriction ...... 20 10% Bottle Restriction Calculation Steps ...... 21 LDB Web Store ...... 22 Steps to Become a Web Store Customer ...... 24 Why are we using BCeID? ...... 25 Email & Phone Orders ...... 27 Agent Orders ...... 28 Large Special Event Permit (SEP) Holder Orders ...... 30 Order Submission Report ...... 32 Third‐Party Warehouse Stocked Product Report ...... 33 Payment ...... 34 WCC Invoice ...... 35 LDB Distribution ...... 37 Pick‐Up Services ...... 38 Pick‐Up Instructions ...... 39 Overview of the Shipping Documents ...... 41 Shipment Verification Steps ...... 42 Returns ...... 47
LDB Wholesale Operations | WCC Order Handbook 2
LDB Wholesale Operations
Wholesale Operations is a division of the Liquor Distribution Branch. Our mission is to be a customer‐ centric, profitable wholesaler of beverage alcohol dedicated to innovation, exemplary service, product knowledge and corporate responsibility.
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Contact Information
Wholesale Operations
Hours Monday to Friday 8:00 am – 4:00 pm
Saturday, Sunday & Holidays Closed
Address 3383 Gilmore Way Burnaby, B.C. V5G 4S1
Phone Vendor Relations: 604‐252‐8700 Imports: 604‐252‐8705 Pricing: 604‐252‐8701
Contact Us https://wholesale.bcldb.com/contact
Web Wholesale Operations https://wholesale.bcldb.com Vendor Website https://vendor.bcldb.com/ Wholesale Pricing Website https://wholesaleprices.bcldb.com/ LDB Corporate http://www.bcldb.com/
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Wholesale Customer Centre
Hours Monday to Friday 8:00 am – 4:00 pm
Saturday & Sunday Closed
Statutory Holidays Except Christmas & New Year’s Day 8:00 am – 4:00 pm
Christmas Day Closed
New Year’s Day Closed
Address 3383 Gilmore Way Burnaby, B.C. V5G 4S1
Phone Greater Vancouver: 604‐775‐0681 Toll Free: 1‐888‐775‐0681 Press 1 to place an order Press 2 for customer service
Email General [email protected] Place an Order [email protected] Return Claims [email protected] Agents Orders [email protected]
Payment Method Updates
Please contact the LDB Finance department, Monday through Friday between 8:00am and 4:00pm at 604‐775‐0535.
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General Information
This handbook provides customers with an overview of Wholesale Operations and the various support services provided by the Wholesale Customer Centre in Vancouver.
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General Information
Wholesale Operations
As a division of the Liquor Distribution Branch, our goal is to support vendors, retailers and hospitality customers with superior customer service to support their business. This handbook provides customers with an overview of Wholesale Operations and the various support services provided by the Wholesale Customer Centre located in greater Vancouver.
What We Do
Purchase products for wholesale customers Other to buy. Facilitate wholesale pricing and vendor Agents* price changes. Ship Chandlers Manage the importation, warehousing and Consulates distribution of beverage alcohol in B.C. Liquor Boards Serve over 1,600 customers through the two Wholesale Customer Centres (WCC) * Agents are licenced representatives of located in greater Vancouver and Victoria. beverage alcohol products sold in B.C. Provide a distribution service from the LDB’s distribution centres to retailers. Authorized Purchasers
Who We Service Wholesale customers must submit their licence or authorization number for all purchases. Retailers & Hospitality Under the Liquor Control and Licencing Act, it is a contravention to sell liquor unless you have Licensee Retail Stores (LRS) been authorized by the Liquor Distribution Independent Wine Stores (WIN) Branch to do so and to purchase beverage alcohol from an unauthorized source. Rural Agency Stores (RAS)
Hospitality Customers (HOS) Duty Free Stores (DFS) Special Wine Stores (GRC) Authorized Distributors BC VQA ‐ Grocery (VQA) Beverage alcohol can be purchased at the price by customer type from the WCC. Private Other Liquor Boards retailers and hospitality customers can purchase beverage alcohol at the retail price Yukon Liquor Corporation from BC Liquor Stores. A licence or Northwest Territories Liquor Board authorization number must be used at the time Other Provincial Liquor Board of purchase.
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Private Distributors Wholesale Customer Centres
The LDB distributes all products for sale in B.C. (WCC) other than products breweries, wineries, distilleries and authorized distributors are The LDB operates two Wholesale Customer permitted to deliver. Visit the resources tab Centres, one located in greater Vancouver and https://wholesale.bcldb.com to access a list of other in Victoria. privately distributed breweries and distributors.
WCC in Greater Vancouver Privately Distributed Beer The greater Vancouver location offers customer For privately distributed beer, please contact service for online ordering, email and phone the brewery or third party distributor directly. orders, payment enquiries and coordinates Visit the resources tab on assembly and delivery and pick‐up services with https://wholesale.bcldb.com to view a list of LDB distribution. privately distributed breweries and distributors
WCC in Victoria Privately Distributed B.C. Wine The Victoria Wholesale Customer Centre For privately distributed B.C. wine, please services select hospitality customers located in contact the winery to place an order. greater Victoria and the Southern Gulf Island with product orders, payment and returns. Only products distributed through the LDB are LDB Distributed Beer available for order from the Victoria WCC.
A selection of packaged beer products are sold and distributed by the LDB. Visit the resources Wholesale Products section on https://wholesale.bcldb.com to access a list of packaged beer for sale. All products approved for sale in the province of British Columbia are deemed wholesale products and can be ordered from the Web Wholesale Customer Centre.
Wholesale products are distributed from two Our Wholesale Operations website different types of warehouses, the LDB and https://wholesale.bcldb.com offers customers third‐party warehouses (also known as agent services such as industry news, resources, warehouses.) Both warehouses contain product pricing and serves as the main entrance customer specific/exclusive products. to the LDB’s Web Store.
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LDB‐Stocked Products Hospitality Catalogue
These products are stocked in the LDB the Hospitality customers have access to an online Distribution Centre located in Delta with select product catalogue specifically designed for products stocked in the LDB Kamloops hospitality customers purchasing from the Distribution Centre. Wholesale Customer Centre and BC Liquor Stores.
Third‐Party Stocked Products The catalogue provides various product search capabilities and features the SKU, product These products are stocked in a third‐party name, price, case configuration, alcohol content warehouse (also known as the agent and the representing agent plus additional warehouse). Extra lead time is required when product attributes. ordering third‐party stocked products. To register for an account, please go to https://wholesale.bcldb.com/hospitality Customer Specific/Exclusive Products
Agents and suppliers have the ability to Web Store designate where their products are exclusively sold. Any customer that wishes to sell exclusive The LDB Web Store is a simple, interactive and products can contact the agent or supplier secure way to order beverage alcohol. Available representing the product. These products are 24 hours a day, 7 days a week – it's an easy way stocked in both the LDB warehouses and third‐ to submit an order without having to use the party stocked warehouses. phone or send an email.
Web Store Features
Business Tools Order 24/7 View inventory visibility Browse the product catalogue Wholesale Price Lists Utilize the product search function Upload a CSV file from your POS system or Wholesale Operations posts weekly and future use the built‐in template wholesale price updates for LRS, WIN, RAS, GRC Reduce the order lead time by 10 hours and VQA stores. Visit our wholesale pricing Save your orders to a shopping list page. Create and manage your Web Store users
Download past invoices, order‐submission A login and password are required to access the reports and third‐party warehouse stocked wholesale prices. To obtain login credentials, product reports please contact the Wholesale Customer Centre in greater Vancouver.
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Web Store Videos Product Updates
Learn to use Web Store and watch the videos Products that have become active within the posted on https://wholesale.bcldb.com. last month are posted each week. The report excludes customer specific and exclusive Welcome to Web Store products. Physical inventory for these products Quick Start may not yet be available. View our product Five Different Ways to Place Your Order updates. Product Search Product Catalogue Shopping List Liquor Market Review Locating Past Orders & Invoices The Liquor Market Review provides provincial sales through the wholesale channel for beer, Web Store Inventory Visibility refreshment beverages, spirits and wine. The review is published four times per year. Download the review. View our LDB inventory online. Web Store shows LDB inventory levels so customers can view how much product is available before it’s added to the cart. Product Listing Codes
All LDB stocked inventory is displayed, as well as In B.C., all beverage alcohol products are third‐party stocked inventory for vendors that defined by an LDB product listing code. have allowed their inventory to become visible. Download our listing code definition sheet to learn more about the codes we use for products sold in the province. Web Store Product Catalogue Reporting WCC customers receive an order submission Customers often need to research new report, third‐party warehouse stocked report products or find unique products for their retail and invoice report. Learn how to take customers. Our Web Store product catalogue advantage of these reports in the reports allows customers to browse and search by section. product category, sub‐category, and class.
Top Selling Product Reports Electronic Price List in CSV The electronic price list (EPL) subscription can Available in Excel, these reports show the top be purchased from our LDB Business products purchased by customers ordering Information Office at [email protected]. from the WCC in greater Vancouver. The Only customers who are eligible to purchase at reports are refreshed four times per year. View the wholesale price can purchase the EPL. our reports.
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WCC & Vendor Forms
The forms listed below can be found on https://wholesale.bcldb.com. Select the Resources page. Select either the WCC or Vendors.
WCC Forms Registration & Information Change Form Email Order Template Returns Form Consumer Return Form
Vendor Forms Agent Order Form Agent Allocation Form
Definitions
SKU (Stock‐Keeping Unit)
A numeric identification given to a product that allows it to be tracked for inventory purposes.
SCC (Shipping Container Code)
The bar code displayed on the shipping container.
Selling Unit & Unit Size
The selling unit is the common packaging unit the product is sold in. For example, beer can be sold in a selling unit of six cans. The unit size is the smallest single unit the product is packaged and sold in.
UPC (Universal Product Code)
A bar code displayed on the selling unit of a product directly stamped on the bottle/can and on the cardboard carrier.
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Case Configuration
The case configuration represents the number of selling units in one case.
Warehouse Release Time (WRT)
Every customer has an assigned WRT. Customers can refer to the chart below to help determine when an order should be placed once their WRT has been assigned.
Web Store Phone/Email By noon Monday – Friday only 2 hours prior to WRT AND 12 hours prior to the WRT Notes: For example, if customers choose to phone or email an order, if the WRT time is 06:00 on Monday, the order deadline is Friday by noon. Web Store customers can order anytime up until two (2) hours before their WRT. All orders placed after the WRT will be included on the next shipment.
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Ordering Guidelines
The order guidelines are applicable to all customers placing orders
with the Wholesale Customer Centre in Greater Vancouver. LDB Wholesale Operations | WCC Order Handbook 13
Wholesale Customer Centre (WCC)
Order Guidelines
Customers Serviced by the WCC 10% Bottle Restriction
Licensee Retail Stores (LRS) Wholesale Operations limits the number of Independent Wine Stores (WIN) bottle picks per order to 10% to LRS, WIN, GRC Rural Agency Stores (RAS) and VQA stores. Refer to the Bottle Restriction Special Wine Stores (GRC) section for more information on the restriction BC VQA ‐ Grocery (VQA) and calculation. Select Large Hospitality Customers (HOS) Duty Free Stores (DFS) Other Provincial Liquor Boards Processing Fee Agents Consulates A $30.00 processing fee will be charged for all Ship Chandlers orders.
Update an Order Minimum Order Customers can add to their online, email or Customers are required to order a minimum phone order prior to their pre‐assigned number of cases per shipment and adhere to Warehouse Release Time (WRT). Products the restrictions on ordering products in specific cannot be added after the WRT. Any additional amounts. Please review the restrictions under products ordered after WRT will be placed on the appropriate section that matches your the next scheduled shipment. customer type.
Customers who order more than 500 cases per Pre‐Arranged WRT & Shipping week on a regular basis over a rolling 12 month period may be eligible for an additional delivery Schedule per week. A customer warehouse release time (WRT) and shipping schedule will be communicated by the Full Case Restrictions WCC for both delivery and pick‐up customers.
Third‐party wholesale stocked products are available in case lots only. When the product has been received, it will be included on your next shipment.
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Ordering LDB‐Stocked Packaged Beer
If your customer type permits you to purchase beer, a selection of packaged beer products are sold and distributed by the LDB. Please refer to the list of products on the Resources page of https://wholesale.bcldb.com and place your order with the WCC.
New WCC Customers
Customers are asked to complete the new customer form found on the Resources page of https://wholesale.bcldb.com.
Prior to becoming a WCC customer, members of the WCC team will help facilitate the first order and develop the schedule for all subsequent orders.
The first order will not be subject to a 10% bottle restriction (for information please see the bottle restriction section). Regular orders will resume the week after the first shipment at the pre‐arranged ship or pick‐up time.
Hospitality customers who wish to be serviced out of the WCC in greater Vancouver will be required to order a minimum of 30 cases per week on average for a 12 month rolling timeframe.
New Web Store Customers
If you currently order from the WCC in greater Vancouver but don’t yet order online, please begin your application for a Business BCeID. Once you have obtained a BCeID, complete our online registration form.
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Pallet Returns
Empty pallets are to be returned in the same condition that they were received on the next scheduled delivery. Please note the pallet return instructions below.
LDB Pallets The LDB can only collect LDB pallets.
Molson Any pallets marked with Molson, Labatt Labatt and BDL all belong to BDL and should not be returned to BDL the LDB.
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Ordering Guidelines
Licensee Retail Stores, Independent Wine Stores, Special Wine Stores & BC VQA ‐ Grocery
Minimum Eligibility for LDB Case Parameters Single Bottle Eligibility Order Per Week Distribution 10% bottle restriction Full Cases n/a Yes within your order period Notes: To calculate the 10% restriction, visit the bottle restriction section. Eligibility for LDB distribution is based on the accessibility to the customer location. Customers who consistently order less than 30 cases per week may be moved to a bi‐weekly shipping schedule. Rural Agency Stores Minimum Single Bottle Eligibility for LDB Case Parameters Order Per Week Eligibility Distribution Full Cases n/a Unlimited Yes Notes: Eligibility for LDB distribution is based the accessibility to the customer location. Customers who consistently order less than 30 cases per week may be moved to a bi‐weekly shipping schedule. Hospitality Minimum Eligibility for LDB Case Parameters Single Bottle Eligibility Order Per Week Distribution Full Cases 30 cases Unlimited No Note: If the total weekly order is below 30 cases, hospitality customers are required to place the order with a BC Liquor Store of their choice.
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Order Requirements Continued
Agents, Consulates, Ship Chandlers Minimum Order LDB Direct Delivery Case Parameters Single Bottle Eligibility Per Week Eligibility Tasting events and donations to charitable events: case lot only
Full Cases n/a Regular price orders: Bottles for No products sold in bottle quantity, cases for products sold in case lot.
Duty Free Minimum Order Eligibility for LDB Case Parameters Single Bottle Eligibility Per Week Distribution Full Cases n/a n/a Yes
Other Provincial Liquor Boards Minimum Order Eligibility for LDB Case Parameters Single Bottle Eligibility Per Week Distribution Full Cases n/a n/a No
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WCC Customer Order Methods & Benefits
All WCC Greater Vancouver Customers Web Store Email Phone Web Store is accessible from our 604‐775‐0681 wholesale operations website: [email protected] 1‐888‐775‐0681 toll free https://wholesale.bcldb.com Processed Processed Order 24/7 Monday – Friday Monday – Friday 8:00am – 4:00pm 8:00am – 3:00pm Upload a CSV file AND utilize the Read the order over the phone Email an Excel file to the WCC built in CSV template before 3:00pm M‐F By noon Monday – Friday only By noon Monday – Friday only 2 hours before WRT AND AND 12 hours prior to the WRT 12 hours prior to the WRT Multiple orders placed per week Multiple orders placed per week Multiple orders placed per week consolidate into one order prior to consolidate into one order prior to consolidate into one order prior the pre‐arranged WRT the pre‐arranged WRT to the pre‐arranged WRT
View real time LDB inventory
Utilize the product catalogue AND search functions and shopping lists. Customers can assign a login to employees. Download past reports such as invoice reports, order submission reports & outstanding non‐stock product reports. Note: To contact a WCC Customer Service Representative (CSR), please call 604‐775‐0681 or toll‐free call 1‐888‐775‐0681 and email [email protected].
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10% Bottle Restriction
Licensee Retail Stores, Independent Wine Stores and Special Wine Stores must order in full case quantities as often as possible and maintain a maximum of 10 per cent or less of the total cases ordered within the order period* in single bottle units.
*The order period is the period between the Warehouse Release Time (WRT) each week. For example, if the customer receives a delivery once per week and the WRT is Wednesday at 12:00 p.m., the order period is from Wednesday at 12:00pm until the next scheduled WRT; the next week, at Wednesday at 12:00 p.m.
How to Calculate the 10% Bottle Restriction
The 10 per cent is calculated based on the table shown below using an example of 12 bottles per case.
Case Count Calculation Factor Result Total Cases x 10% Total Number of Bottle Pick Cases (Current Order Period) x 12 bottles Total Number of Bottle Pick Cases Total Number of Bottles Allowed Per Order Period per case
Case Count Example Factor Result 100 Cases x 10% You can have 10 bottle Pick cases x 12 bottles You can have 120 bottles allowed for the order 10 Bottle Pick Cases per case period
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10% Bottle Restriction Calculation Steps
To arrive at the calculations listed above, the customer will need to know how many cases they have already ordered for the current order period and then determine how many bottles will be allowed.
Order Period Calculation Steps 1 Gather the Order Submission Report(s) for orders placed during the current order period. Using these reports, locate the ‘LDB Stocked Product Expected for Delivery’ and the ‘Third Party 2 Warehouse Stocked Product on Order’ sections. Add the case totals from each of these sections to determine the total number of cases that have 3 accumulated within the current order period. Add the total cases ordered right now to understand the amount of single bottles accumulated so 4 far during the current order period. 5 Follow the 10% calculation as defined in the bottle restriction section. 6 The answer will be an approximate total bottle count accumulated during the current order period. From this number, if the customer has ordered single bottles on other orders during the current 7 order period, the customer will need to subtract the number of single bottles ordered during this time from the single bottles ordered now. These amounts can be also found on the Order Submission Report under the ‘LDB Stocked Product Expected for Delivery’ section.
Only use quantities where the unit of measure (UOM) is defined as bottles and the total bottles ordered is not a multiple of the case configuration (for example, if you order 24 bottles and the case configuration is 12 x 750ml). 8 The final answer will result in the total number of bottles you are able to order.
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Web Store & BCeID
Web Store is the LDB’s online website where eligible wholesale customers placeLDB Wholesaleproduct Operations orders | WCC24/7. Order Handbook 22
LDB Web Store Product Catalogue The LDB Web Store is a simple, interactive and secure way to order beverage alcohol. Available Do you want to research new products or 24 hours a day, 7 days a week – it's an easy way suggest something unique to a retail consumer? to submit an order without having to use the Our online Product Catalogue allows you to phone or send an email. browse and search by product category, sub‐ category, class, varietal and region. Order up until two (2) hours before your Warehouse Release Time (WRT) and place multiple orders through the week that will consolidate into one delivery. Upload your POS Template
Customers can assign a login to each employee Placing large orders is about to get easier. responsible for placing orders. Download the CSV template located on our Web Store and export the order from the point of sale directly into the template. Upload the template into Web Store and the cart is ready Inventory Visibility to check out.
Web Store shows product inventory levels and An alert will appear if the same item is included customers can see how much product is in two separate orders in the same day. available before it’s added to the cart.
All LDB stocked inventory will be displayed, as well as third‐party stocked inventory for Retrieve Past Reports vendors that have allowed their inventory to be visible. Take advantage of the 24/7 self‐service report option to retrieve past order submission reports, third‐party warehouse stocked product reports and invoices. Product Search Capabilities Looking to find which products are on sale this month? Through the Web Store search Secure Inventory Immediately functions, customers will be able to see which products are on promotion and have the ability Ordering up to (2) two hours before the WRT to search by the following characteristics: allows customers to secure inventory immediately upon placing an order. Type, style, flavor, LDB stocked or third‐ party stocked container type, price, promotional amount, wine varietal and VQA.
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Steps to Become a Web Store Customer
LRS, WIN, RAS, GRC, VQA, DFS and HOS
who order through the WCC in greater 1 Vancouver are eligible to order online.
Before customers can order on Web
Store, they must register and obtain a 2 business BCeID.
Submit the BCeID user name to the WCC 3 and await confirmation from the WCC before ordering.
Feel free to watch our Web Store videos.
They explain how customers can take 4 advantage of all the features.
Visit Web Store and begin ordering online
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Why are we using BCeID?
To begin using our Web Store, a business BCeID is required.
A BCeID account provides secure access to online government services. BCeID is convenient, secure and respects your privacy.
Once customers have obtained a BCeID login and password, please submit a Web Store registration.
To contact BCeID regarding registration or help, please click on the following links:
Register for a BCeID
BCeID Help
In addition, a BCeID agent is available on the phone to assist customers, 7:30AM to 5:00PM, Monday to Friday excluding statutory holidays.
Within Lower Mainland: 604‐660‐2355 Toll free: 1‐888‐356‐2741
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Email, Phone & Agent Orders
Customers can submit orders by email or phone. Agents can order on behalf of customersLDB Wholesale and allocate Operations product| WCC Order to Handbook them. 26
Email & Phone Orders
Customers must use the WCC standardized order template. The template can be found on the Resources page of https://wholesale.bcldb.com.
Orders must be sent to the WCC located in greater Vancouver by noon Monday through Friday and 12 hours prior to the pre‐assigned WRT. Please see an example of when an order must be sent in the definitions section.
Orders that are not submitted by the WRT deadline will still be entered but will not be sent until the next scheduled delivery.
Email the order template to: [email protected].
Phone Orders
Phone order must be submitted by phone to the WCC in greater Vancouver by noon Monday through Friday and 12 hours prior to the pre‐assigned WRT.
Orders are accepted during operating hours from 8:00am to 3:00pm, including statutory holidays except Christmas and New Year’s Day.
Lower Mainland: 604‐775‐0681 Toll‐Free: 1‐888‐775‐0681
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Agent Orders
Wholesale Operations offers two agent order forms. The choice of forms is explained here and continued on the next page.
WCC Agent Order Form
Submit to the WCC in Greater Vancouver
Agents looking to order a product for a registered charitable tasting event, place a regular order at full price or order on behalf of a wholesale customer can complete the WCC agent order form. It’s available for download from our https://vendor.bcldb.com/.
An agent may order products on behalf of a wholesale customer with the customer’s written authorization.
A $30.00 processing fee will be charged for agent registered charitable testing event orders shipped to Victoria Wholesale Customer or another BC Liquor Store location.
No charge for agents picking up tasting orders at the LDB warehouse.
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Agent Allocation Form
Submit to Wholesale Supply Chain
If your product is held on cross‐dock, please download the agent allocation Microsoft Excel form from our https://vendor.bcldb.com/. If the product is available for general order, agents must ask the customer to place an order from their supplying BC Liquor Store or Wholesale Customer Centre.
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Large Special Event Permit (SEP) Holder Orders
In the event that Special Event Permit holders would like to place an order that is too large to be received at the retail location and the permit holder is serviced by the LDB distribution facility in Delta, please contact the Wholesale Customer Centre Operations Manager.
The Operations Manager will work with the permit holder to find the best service solution.
Unfortunately, this option is not available for customers who are serviced by the LDB distribution centre in Kamloops
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Reporting & Payment
An Order Submission Report, Vancouver Invoice Report and Third‐
Party Wholesale ProductLDB Report Wholesale areOperations available | WCC Order to allHandbook customers. 31
Order Submission Report
Within 60 minutes after order entry, an Order Submission Report is automatically emailed to the email on file with the WCC in greater Vancouver. This report shows LDB and third‐party warehouse product that is expected for delivery or currently unavailable. It will also indicate duplicate products ordered and any invalid SKUs ordered. Before placing an order, for any third ‐party stocked product that is currently unavailable please contact the WCC.
The report is provided in Microsoft Excel The message asks the recipient to confirm the format. file has arrived from a trusted source before opening. All reports will be sent from the When customers open the report, they will see Wholesale Customer Centre by this email a message provided by Microsoft Excel. address [email protected].
In addition, customers may wish to adjust the Excel columns as required to ensure all areas of the report can be viewed.
Sample
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Third‐Party Warehouse Stocked Product Report
Third‐Party Warehouse Stocked Product Report, formerly the Non‐Stocked Wholesale Report (NSWP), is sent by email to the email address on file with the WCC. The report is sent after the WCC greater Vancouver invoice is generated and indicates the third‐party warehouse stocked products ordered, the products still on order and the products that were cancelled. Products cancelled from an order are either unavailable or the customer requested to remove it from their order.
The report is provided in Microsoft Excel format.
When customers open the report, they will see a message provided by Microsoft Excel. The message asks the recipient to confirm the file has arrived from a trusted source before opening. All reports will be sent from the Wholesale Customer Centre by this email address [email protected].
In addition, customers may wish to adjust the Microsoft Excel columns as required to ensure all areas of the report can be viewed.
Sample
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Payment
Wholesale Customers
There are several payment options available to customers.
Credit Card
Visa MasterCard American Express
LDB Pre‐Authorized Payment (PAP)
PAP is a pre‐authorized electronic debit banking system where customers authorize payment to pre‐ authorized vendors, such as the BC Liquor Distribution Branch. A Letter of Credit /Guarantee is required.
For further information on either the PAP Process or Letters of Credit/Guarantee, please contact the LDB Finance Department at (604) 775‐0535.
Pricing Note
The price outlined on the invoice is the price that will be charged to the method of payment on file. Payment Processing
We require payment before an order is shipped. The Wholesale Customer Centre (WCC) will email the customer if the payment did not go through.
Non‐payment will impact future orders. The LDB will place a “hold” on the customer’s account until payment is cleared. The following will apply to held accounts:
A Email orders will not be entered. B When placing a phone order, the WCC will advise the account is on‐hold and the order will not be processed. C An error message will display when customers try to submit online orders. Customers are instructed to save the online cart and contact the WCC. D Refunds will be authorized and processed but until the account hold is removed, the refund will not be applied.
Once payment is received and the hold is removed, customers can submit online orders and re‐submit email/phone orders that were not processed while the account was on hold. Customers will also receive
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any outstanding refunds. In addition, when the WCC processes payments, the results of any re‐tried payments will be emailed to the customer.
To add an additional method of payment or to update an expiry date, please contact the LDB Finance Department at 604‐775‐0535.
WCC Invoice
WCC Vancouver Invoice is formerly known as the Invoice Report. The invoice will be sent to the email on file with the WCC prior to the arrival of the physical shipment. The invoice lists products that will be physically shipped and the final invoice total. The price reflected on the invoice is based on the time the order was booked.
Features of this report include:
Printer friendly Microsoft Excel format; A column indicating the product category; The cost savings for each item; Total amount saved; Lists the products shipped and the final invoice total; Lists the products that will be physically shipped and the final invoice total; The price reflected on the invoice is based on the time the order was booked.
Sample
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Distribution & Pick‐Up
The LDB offers delivery andLDB pickWholesale‐up Operations services | WCC for Order eligible Handbook customers. 36
LDB Distribution
Customers Eligible for LDB Delivery Licensee Retail Stores Special Wine Stores Independent Wine Stores BC VQA‐ Grocery Rural Agency Stores Duty Free Stores
Minimum Weekly Delivery Requirements > 30 Cases
Processing Fee
A $30.00 processing fee will be charged to all wholesale customers. The fee also applies to agent registered charity tasting orders shipped to the Victoria Wholesale Customer Centre or any BC Liquor Store location.
Documentation
The document package included with every order will contain: Shipping Load List and/or Master Packing List Floor Credit Report Pallet Contents Report and/or Container Packing List
Customer Delivery Requirements Check List Provide access directly into a location that can accommodate the width of a pallet. Location must have legal parking for a semi or smaller delivery truck in a loading zone or loading bay. Delivery entrance to the location must be safe and free of obstructions. Note: The LDB reserves the right to refuse direct delivery if these requirements are not met.
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Pick‐Up Services
Customers may pick‐up their order in person or utilize a representative. Product can only be picked‐up at a pre‐arranged, scheduled time and all expenses associated with picking up the order in person will not be reimbursed.
Customers Eligible for Pick‐Up Licensee Retail Stores Hospitality BC VQA‐ Grocery Independent Wine Stores Special Wine Stores Consulates Rural Agency Stores Duty Free Stores Agents & Other Liquor Boards Note: Agents can request their product is delivered by the LDB to the Victoria Wholesale Customer Centre or any BC Liquor Store of their choice for a $30.00 processing fee instead of picking‐up the order at LDB distribution centre.
Requirements Responsibility
Wholesale customers or a representative It is the responsibility of the customer or their picking up product orders from the LDB representative to ensure that the order is distribution centre: complete and intact prior to taking possession of the product. Any damage that occurs after the Present one piece of valid government‐ product has been picked‐up from the LDB issued photo identification. distribution centre by a customer or their representative must be resolved between the Verify the order according to the customer and their representative. shipment verification guidelines.
Sign off on any discrepancies on the bill Documentation of lading. The document package included with the customer’s pick‐up order will contain: Shipping Load List and/or Master Packing List Floor Credit Report Pallet Contents Report and/or Container Packing List
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Pick‐Up Instructions
Please pick‐up your order at Liquor Distribution Branch Delta warehouse located at 7003 72nd Street in Delta. The LDB warehouse is open for pick‐up orders, Monday through Friday, 8:00am – 1:00pm.
Drivers of trucks shorter than 53 feet are asked to follow these procedures:
1) Proceed directly to the Customer Pick‐up area located on the south side of the building (see map below) after your pre‐assigned Estimated Shipping time (EST). 2) Carriers/customers will be asked to provide identification. 3) Complete a case count alongside a member of the LDB Distribution staff using the Master Packing List. 4) The Bill of Lading (BOL) will be signed by both a member of the LDB Distribution staff and the carrier/customer once the order is deemed to be correct.
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Shipment Documents &
Verification Steps
Use the Bill‐of‐Lading to complete a full case count and refer to your
Master Packing List to reviewLDB Wholesale the goods Operations contained | WCC Order in Handbook the shipment. 40
Overview of the Shipping Documents
The following section contains details on the shipping documentation for product stocked in our distribution centres in Delta and Kamloops.
On the following pages, please review the Master Packing List, the LDB Bill of Lading, the Container Packing List and the Floor Credit Report along with the corresponding verification steps.
Products shipped from the LDB distribution centres will be accompanied by the following shipping documents/labels: Master Packing List
White Sticker Label with Carton ID
LDB Bill of Lading
Container Packing List
Floor Credit Report
Customers Serviced by our Kamloops Distribution Centre
Customers serviced from the Kamloops distribution centre will receive two (2) sets of shipping documents, one (1) for products sourced from our Delta facility and one (1) for products sourced from our Kamloops facility.
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Shipment Verification Steps
Step 1 – Complete a Full Box Count using the Master Packing List
1 Count how many physical boxes have arrived while the driver waits. Each physical box must be counted as one box. 2 Match the box count to the total liquor cases on the Master Packing List. Kamloops customers who receive two (2) Master Packing Lists are asked to add the total liquor cases from both lists together. 3 Review step 2 if there is a discrepancy.
Container Total number of boxes (cases) physically shipped Label
Number found on white stickers affixed
to each box
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Step 2 – Record any overages/shorts on the Bill of Lading
If there a discrepancy with the case count, record any over/short cases on Bill of Lading presented by the driver. In addition, any breakage or noticeable damage to the product or pallets received must be noted on the Bill of Lading. The customer and the driver must sign the BOL. A sample of a LDB Bill of Lading is featured below, however; the driver may present a Bill of Lading from a third party carrier.
Total Case Count
No. of Containers Total case count for full order – note any over/short beside
24 Record any in‐transit damage or noticeable -1 damage to the product or pallet here on the Bill of Lading
Driver’s signature Customer’s signature
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Step 3 – Complete a Detailed Receipt of the Shipment using the Container Packing List
After the driver has left, the customer can use the Container Packing List to verify each product on the shipment.
Please note: The number of containers may not be the same as the number of pallets received.
Container Bottle Container Label Label
This number can be referenced on this
C1001187 document and can be C1001188 found on the white C1001189 C1001190 stickers on each box of C1001191 bottle picks.
The number of full The number of cases for each product single bottles for in the container. each product that was a bottle pick.
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Floor Credit Report
Customers will also receive a copy of our floor credit report. The report outlines the products shorted and damaged (as applicable) during the picking process at our facilities. The customer does not have to perform any verification on this document.
This area will illustrate products shorted or damaged.
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Returns
Products purchased from the WCC may be eligible for a refund. Claims can be submitted for an over/short or mis‐shipment, price discrepancy, order entry error, damaged and defective products, LDB Wholesale Operations | WCC Order Handbook 46 business, seasonal or suspended closures.
Returns
Overview
Only products purchased through the WCC may be refunded by the WCC. Therefore, one of the circumstances outlined in these guidelines will apply. Products purchased through a BC Liquor Store must be returned to a BC Liquor Store.
Examples of products that are not eligible to be returned include:
Slow‐moving products; Products ordered by mistake; Products ordered in excess.
All products must be in saleable condition to be eligible for a refund.
Saleable condition means the product meets all of the following conditions:
Is unopened with caps, seals, labels and original packaging intact and with no visible tampering; Is in its original condition; Is in its original selling unit (e.g. full case); Has no evidence of deterioration with age; Has at least 45 days of selling before the expiry date.
Begin a Return Claim
1. Complete, in full, the Return Authorization Form. The form is available on https://wholesale.bcldb.com. Please note, partially completed forms or forms not in the original format, will not be accepted.
2. Submit the completed form, with the required supporting documents specified in the sections below, to [email protected].
Prior to a Refund
1) A completed Return Authorization Form must be approved by the WCC. 2) Depending on the specific circumstances, the product must be either returned to the LDB or destroyed in accordance with these return guidelines. 3) The return must be processed by the LDB.
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How Refunds are Issued
Once a return is processed by the LDB, the refund will be issued either to the credit card used for the original purchase, or by LDB head office cheque.
Cheques will be issued under the following circumstances:
1) The original purchase was completed by Pre‐Authorized Payment (PAP), 2) The original credit card is no longer active or on file, or, 3) An LDB system constraint requires the use of an LDB head office cheque.
Over/Short Shipment Claim
Orders Delivered by the LDB
Upon receipt, the customer must verify the case count using the Shipment Verification Process, located in this WCC Order Handbook. The customer must note discrepancies in shipment (over/shorts) on the Bill of Lading and the discrepancies must be signed against by the customer and the driver. The customer must provide the WCC with notice of the discrepancy within two (2) business days after delivery of the shipment by submitting a completed Return Authorization Form with a copy of the signed Bill of Lading. In cases of over shipment, if the return is approved, the LDB will provide directions for the return and freight charges will not apply. Orders Picked‐Up by the Customer or their Representative
Upon pick‐up, the customer or their representative must verify the case count using the Shipment Verification Process, located in this WCC Order Handbook. Any discrepancies identified at pick‐up will be manually corrected on the Bill of Lading by the LDB and in the case of a short shipment; a credit will be processed by the WCC without requiring a completed Return Authorization Form. Any dispute between the customer and the representative remains solely between these two parties.
Mis‐Shipment Claim
A mis‐shipment is defined as product that has been shipped or picked‐up by the customer but was not ordered by the customer.
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The customer must provide the WCC with notice of the discrepancy within two (2) business days after delivery or pick‐up of the shipment by submitting a completed Return Authorization Form. If approved, the LDB will provide directions for the return and freight charges will not apply.
Incorrect Pricing Claim
Incorrect pricing is a discrepancy between the price on the customer’s invoice and the price when the order was placed.
The customer must submit a completed Return Authorization Form within sixty (60) business days from the date of the invoice. If approved, any refund will be based on the price on the customer’s invoice.
WCC Order Entry Error Claim
WCC order entry error is a discrepancy between the customer’s invoice and the original order the customer submitted.
The customer must submit a completed Return Authorization Form within two (2) business days after delivery or pick‐up of the shipment. If approved, the LDB will provide directions for the return and freight charges will not apply.
Damaged In‐Transit Claim
Orders Delivered by the LDB
Where the customer does not identify the damaged product as a safety risk: o Upon receipt, the customer must verify the case count using the Shipment Verification Process, located in this WCC Order Handbook. o The customer must note damages to the shipment on the Bill of Lading and the damages must be signed against by the customer and the driver. o The customer must provide the WCC with notice of the damage within two (2) business days after delivery of the shipment by submitting a completed Return Authorization Form with a copy of the signed Bill of Lading. Where the customer does identify the damaged product as a safety risk: o The customer is asked to contact the WCC before taking possession of the product (i.e. while the product is still in the possession of the driver) to determine a resolution.
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Orders Picked‐Up by the Customer or their Representative
Any damage that occurs after the product has been picked‐up from the LDB by a customer or their representative must be resolved between the customer and their representative.
Concealed Damage
Concealed damage is defined as product damage that was not discovered during the Shipment Verification Process. In the event that product damage is discovered after the delivery of goods:
The customer must provide the WCC with notice of the concealed damage within sixty (60) days after delivery of the shipment by submitting a completed Return Authorization Form, along with photographs of the damage.
If approved, the WCC will provide direction to the customer to either: o Return the product to the LDB Distribution Centre that is indicated by the WCC, freight paid, or o Destroy the product.
In cases where customer destruction is necessary, the customer must submit photographs of the damaged product being destroyed to the WCC, before the WCC will process the customer’s return claim.
Defective Products
A defective product must have at least one‐third of its contents remaining to be eligible for return. Defective Products Returned by Retail Consumers
The customer must provide the WCC with notice of the defective product within one year from receiving the invoice by submitting a completed Return Authorization Form. o If a retail consumer has returned product to an LRS, RAS, WIN or SWS (Special Wine Store) and the product has a wholesale price per selling unit of $150 or greater, the retail consumer must complete a Consumer Return Form, which the customer will submit to the WCC, along with the completed Return Authorization Form. The customer must advise the retail consumer that: o their personal information is protected in accordance with the Freedom of Information and Protection of Privacy Act, o the LDB will retain the information for a period of six (6) months, and o the LDB may contact the retail consumer regarding the complaint.
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If the retail consumer cannot be reached or does not confirm the return of product, the WCC may not process the refund. Product Defects
Examples of product defects include: o Mold inside the bottle/can or mold build‐up around the cork/opening, o Incorrect labelling, o Damaged corks, seals or caps, o Foreign particles in container, o Fermentation in container, o Unit missing from the case (Short Case). The customer must provide the WCC with notice of the defective product within ninety (90) days of receiving the invoice, by submitting a completed Return Authorization Form, along with photographs if required. o If the product has a wholesale price per selling unit of $150 or greater, customers must provide photographs of the defective product, clearly illustrating the defect. o If the product has a wholesale price per selling unit of less than $150, photographs are not required but the WCC may request them. Expiry Date/Best Before Date
The customer must provide the WCC with notice within thirty (30) business days of receiving the invoice, by submitting a completed Return Authorization Form, along with photographs if required. o If the product has a wholesale price per selling unit of $150 or greater, customers must provide photographs of the expired product, clearly showing the expiry/best before date on the unit and lot number. o If the product has a wholesale price per selling unit of less than $150, photographs are not required but the WCC may request them. A product that is shipped with an expiry/best before date shorter than forty five (45) days from the expiry/best before date indicated on the unit can be returned as a defective product. Product Recalls
Information and customer instructions for public and CFIA recalls will be posted on https://wholesale.bcldb.com and/or sent to customers by email. Information and customer instructions for LDB‐initiated recalls that are not public or associated with CFIA recalls will be sent to customers by email. For all recalls, the customer must submit a completed Return Authorization Form, along with any additional information that is requested in the recall.
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Upon verification, the WCC will direct the customer to either: o Return the product to the LDB Distribution Centre that is indicated by the WCC, freight paid, or o Destroy the product. In cases where customer destruction is necessary, the customer must submit photographs of the recalled product being destroyed to the WCC, before the WCC will process the customer’s return claim.
Permanent Business Closure
Customers must return product within one year from the invoice date. A copy of a letter provided by the Liquor and Cannabis Regulation Branch that confirms the licence status as dormant or cancelled must be submitted to the WCC along with your Return Authorization Form. Customers must return perishable products forty five (45) days prior to the best before/expiry date indicated on the selling unit or case Products must not have evidence of deterioration. A 10% restocking fee will be applied. In cases where the product is subject to legal bankruptcy or seizure, only the legal owner of the beverage alcohol is eligible to return the product. Evidence of bankruptcy or legal seizure, such as court documents, is required before the WCC will review a return claim. Customers must submit a completed Return Authorization Form with the evidence of bankruptcy or legal seizure if required.
If approved, the customer must arrange and pay for delivery of the product to the LDB Distribution Centre location, indicated by the WCC. Upon inspection, the WCC will notify the customer if any products are deemed unsaleable. The LDB will hold the unsaleable product for ten (10) business days for the customer to arrange pick‐up at the customers’ expense; after which the LDB will destroy the product.
Seasonal Operation Claim
Customers must return product within ninety (90) days from the invoice date. Customers must return perishable products forty five (45) days prior to the best before/expiry date indicated on the unit. Products must not have evidence of deterioration. A 10% restocking fee will be applied. Customers must submit a completed Return Authorization Form.
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If approved, the customer must arrange and pay for delivery of the product to the LDB Distribution Centre that is indicated by the WCC. All products must be received in saleable condition and must be in original packaging. Upon inspection, the WCC will notify the customer if there are products deemed unsaleable. The LDB will hold the unsaleable product for ten (10) business days for the customer to arrange pick‐up at the customers’ expense, after which the LDB will destroy the product.
New Customers to Web Store Exception Claim
Customers new to Web Store will have an eight (8) week grace period from the date they place their first order online, within which three (3) return claims due to a customer order entry error for LDB stocked products will be allowed. Products stocked in a third‐party warehouse are not eligible for return as part of the grace period. Customers must provide the WCC with notice of the order entry error within two (2) business days after receiving the order by submitting a completed Return Authorization Form. A 10% re‐stocking fee will be applied. If approved, the customer must arrange and pay for delivery of the product to a specific LDB Distribution Centre. All products must be received in saleable condition and must be in original packaging.
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