If they send out enough duplicates then that will explain the...

If they send out enough duplicates then that will explain the missing pallet. Id assume these duplicates are going out and being counted as 1 order.
Duplication has been mentioned a few times by DT in the past and now by SV. Im pretty sure that DT also mentioned recently that they had to replace the operations manager because he wasnt up to task.
Id be curious to know how long ago these incidents happened?
If the problem is as bad as it sounds then shutting down D2C should be a huge win, it'll free up some much wasted time- duplicate drivers, double checking stocktake anomalies, responding to enquiries, duplicate pick pack. It will be almost as if they are shutting down 2 divisions.